Today’s call centers offer businesses a wealth of valuable features to help answer customers’ calls faster and provide efficient customer service. They route incoming callers to the right person ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

Making sure your call center monitoring solution is working properly is an ongoing challenge. Whether it's legal, healthcare, or financial services, large organizations need recordings to satisfy ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

With IP telephony just starting to gain a foothold in many organizations, it’s not surprising that research firm McGee-Smith Analytics in Pittstown, N.J., estimates that just 1% of the 80,000 call ...

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 ...

Public sector call centers play a key role in connecting citizens with essential services. Yet, many face challenges such as outdated technology, high call volumes and limited resources. Modernizing ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

Converged voice/data WAN projects and applications are helping customer call centers of all sizes lower costs and become more efficient. The benefits include savings on long-distance and local phone ...

The call center software industry could be getting a $2 billion boost. Thoma Bravo, a US-based private equity firm, is close to finalizing a deal to acquire call center software provider Verint ...