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 ...

A business.com editor verified this analysis to ensure it meets our standards for accuracy, expertise and integrity. GoTo Connect Contact Center is a user-friendly, plug-and-play, VoIP-based call ...

Contact center AI is increasingly integrated directly into call center software, making advanced capabilities available to agents without added complexity. AI bots now help answer routine questions, ...

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 many industries, contact centers are still thought of as cost centers—places to handle complaints and basic inquiries at minimal cost. In life sciences, that mindset is quickly becoming obsolete.

Deloitte Digital found recently that 58 percent of service organizations are currently outsourcing at least some portion of their needed agent capacity, a percentage that it expects to grow to 64 ...

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 ...