Most people can visualize the classic customer service environment: hundreds of agents sitting side-by-side in a large contact center, all working off the same script, working the same shifts and ...

The coronavirus (COVID-19) crisis has forever changed how call centers think about maintaining business continuity -- from managing agent resources and having the right technology in place, to shoring ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

How to Set Up a Virtual Call Center the Right (& Easy) Way Your email has been sent Learn how to set up a virtual call center without wasting time, money, or resources on things that don't matter.

SAN JOSE, Calif.-- (BUSINESS WIRE)--8x8, Inc. (NASDAQ:EGHT), a leading provider of cloud-based unified communications and contact center solutions, today announced it is breaking new ground in the ...

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 ...

The coronavirus pandemic has upended our communities, resulting in record-breaking numbers of businesses closing their doors and surging unemployment rates. But even in the midst of this unprecedented ...

In the 1990s, contact centers started to “meet customers where they were,” defined by agents learning how to better handle phone calls, said Rob McDougall, Upstream Works CEO. By the 2000s, chat and ...

Providing fast, convenient customer service is fundamental to successful call center management. However, consumers continually seem to raise the bar as their behaviors evolve. At one time, ...

Digital contact centers have been evolving for a while now. A significant component of that evolution is self-service through human language. A technology commonly used to achieve this is called ...

When the COVID lockdowns began in March, Google local business profiles saw a massive drop-off in directions requests and a corresponding spike in local calls and website clicks (61% increase in calls ...

To continue reading this content, please enable JavaScript in your browser settings and refresh this page. Just over one year ago, JPMorganChase hired the first ...