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 ...

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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 ...

We’re excited to share that as of March 5, 2025, Microsoft Dynamics 365 Contact Center has officially become Health Insurance Portability and Accountability Act (HIPAA) compliant. This significant ...

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 ...

This story was excerpted from Keegan Matheson's Blue Jays Beat newsletter. To read the full newsletter, click here. And ...

Fresh data delivered Saturday mornings In this Q&A, we speak with Brian Kennedy, a senior researcher at the Center, on why and how we conducted the survey of AI experts. These groups are far apart in ...

Today during Enterprise Connect, we announced Teams Phone extensibility for Microsoft Dynamics 365 Contact Center. Through Teams Phone extensibility for Dynamics 365 Contact Center, we aim to deliver ...

Customer satisfaction levels in the UK have plummeted to their lowest since 2010, despite heavy investments in experience ...