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 ...

Today’s consumer expects a tailored customer experience (CX). They seek always-on, personalized service on every channel where they engage with the brands — even as these brands struggle to balance ...

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

Rich Hein: Hello and welcome to “Beyond the Call,” where the go-to show for insight, trends, and actionable advice in the customer service and support industry. I'm Rich Hein, your host, and today ...

When it comes to customer experience, contact centers emerge as a critical element for success, significantly influencing the customer retention rate (CRR). The CRR, a key Voice of Customer metric, is ...

Contact centers handle sensitive customer data across hundreds or thousands of daily interactions, employ large numbers of people, and increasingly rely on AI and automation to triage, route, and even ...

Calvin Hennick is a freelance journalist who specializes in business and technology writing. He is a contributor to the CDW family of technology magazines. When Ryan Fannin became senior vice ...

Much of the early commentary around Salesforce’s Agentforce Contact Center focused on the company’s long-anticipated entry into the contact center as a service (CCaaS) market. Salesforce has spent ...

Adam Stone writes on technology trends from Annapolis, Md., with a focus on government IT, military and first-responder technologies. The University of California, Riverside has transformed ...

Is a Virtual Contact Center Viable for Busy Companies? Your email has been sent Discover why a virtual contact center is a no-brainer for cutting costs, enhancing customer experiences, and letting ...