We’re able to save the day most the time.” Companies are adopting cloud-based contact center solutions to enhance customer ...

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 ...

Amazon announced this week a new set of AI capabilties in its call center software, dubbed Amazon Connect. Connect is a cloud-based service that offers companies a low-cost way to manage and support ...

Looking for the best contact center CRM? Explore the top software and compare features, pricing, and pros and cons to find the perfect fit. Call center representatives use CRM software specifically ...

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 ...

Struggling to decide between answering services vs call center services? Check out our in-depth guide to learn which one’s right for your business. Answering services and call center services both ...

Salesforce has chosen Enterprise Connect 2026 as the launch venue for Agentforce Contact Center, its native, agentic contact center as a service (CCaaS) solution. In a newsroom post today, the company ...

Venkatesh Korla, President and CEO, HGS Digital. He has over 25 years of experience in the digital marketing space as a tech consultant. While the physical seats in contact centers will always be ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

New Laivly research finds board-level scrutiny is forcing CX teams to declare early success on AI projects that aren't ...

Smart businesses recognize the value of outsourcing, as this can lead to huge cost reductions. Some lack the internal resources to meet customer expectations, while others can no longer handle the ...