Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Customer expectations are high, and how you attend to your customers’ needs will affect customer retention and business growth. So you need an effective call center management strategy. Forbes Advisor ...

In this episode of eSpeaks, Jennifer Margles, Director of Product Management at BMC Software, discusses the transition from traditional job scheduling to the era of the autonomous enterprise. eSpeaks’ ...

5 Key Call Center Software Features + How to Judge Them Your email has been sent There are only a handful of call center software features that vary in a meaningful way between vendors. Here’s what ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

Struggling to choose the best call center software for your business? Compare top options to find the solution that fits both your team and budget. There are dozens of call center solutions available ...

GoTo Connect Contact Center is a user-friendly, plug-and-play, VoIP-based call center software solution packed with features to help small businesses take charge of omnichannel customer service and ...

It's not enough to measure what's happening in your center. It's just as important to correlate what the center is doing with what the business expects it to be doing. And then to use that insight to ...

Contact centers were never a walk in the park for employees, but they became much harsher work environments during the pandemic. According to one survey, only 10% of contact center agents reach ...

RESEARCH TRIANGLE PARK, N.C.--(BUSINESS WIRE)--For today’s pharmaceutical companies, their medical information call centers often act as their voice to customers. Because they disseminate valuable ...

This is second in a series on call center benchmarking. Today's call center technologies and reporting packages make it easy to capture copious amounts of performance data. Most call center managers ...