It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...

Call centers must balance optimizing performance with adherence to strict regulatory requirements-such as those specified in the Telephone Consumer Protection Act (TCPA), Telemarketing Sales Rule (TSR ...

A recent webcast hosted by unified IP business communications solutions provider, Interactive Intelligence Group Inc. (Nasdaq: ININ), has revealed key 2012 contact center trends. The webcast ...

RingCentral also offers two different options — Contact Center and RingCX — so both small and large businesses can utilize the platform. RingCentral isn’t the only option out there ...

Contact center agents are the backbone of customer service, often juggling complex interactions across multiple channels while working under considerable pressure. Their experience on the job ...

For years, journals have published articles with general observations about “current IT trends,” but this article highlights the impactful effects of four IT dynamics on data center facility ...