Learn about the state of contact center technology and the latest software improvements giving call centers like yours a fresh advantage. Busy contact centers handle millions of conversations across ...

5 Chatbot Call Center Examples +3 Times You Need a Human Your email has been sent A balanced chatbot call center strategy can drive efficiency and brand loyalty but overdoing it can backfire. See ...

Wylie Wong is a freelance journalist who specializes in business, technology and sports. He is a regular contributor to the CDW family of technology magazines. Minnesota’s Driver and Vehicle Services ...

Proven tools matter. Contact center technology succeeds when it improves FCR, AHT or CSAT, not when it simply adds more features. Agent support wins. AI and automation deliver when they amplify agents ...

It feels like the more technology a company deploys in its call center, the more it results in the worst customer experience possible. What used to be a personal conversation with a specific person is ...

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 Orlando Magic fans come to their first ...

NEW YORK--(BUSINESS WIRE)--Glia, the leader in customer interaction technology for high-trust sectors, today announced the findings of a new industry survey, shedding light on the evolving challenges ...

STAMFORD, Conn.--(BUSINESS WIRE)-- Many enterprises are bypassing traditional call handling in favor of sophisticated contact center applications that meet customers in the environment of their choice ...

As Key Bankcontinues to move its platforms and systems into the cloud, it's starting to report tangible results. Last year, the Cleveland, Ohio-based bank fully transitioned its contact center ...