Learn everything you need to know about contact centers, from terminology and features to enterprise capabilities and deployment types. A contact center enables customer service or sales teams to ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

The company launched the Agent Operations Center on Dec. 9, positioning it as the first unified command hub for managing both ...

Contact Center as a Service (CCaaS) is a cloud-hosted software suite optimized for managing interactions with customers and, more broadly, the entire customer experience (CX). As the term implies, ...

A nine-criteria evaluation found that Call Center Coach’s Execution System transformation delivers stronger leadership ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Call center representatives use CRM software specifically designed for contact or help centers. These platforms host all customer information, including contact information, interaction history, ...

With this new collaboration, Zendesk continues its ongoing repositioning as a one-stop customer experience shop.

Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...