SSA officials were weighing eliminating telephone support for claims processing and direct-deposit account transactions.

Social Security will no longer let people change bank information by phone, alleging the practice is behind direct deposit fraud.

Customer Relationship Management (CRM) helps organizations deliver exceptional customer service and support. Good CRM tools and strategies enable call centers, contact centers, and customer support ...

What it takes to create a positive agent experience, hurdles businesses to overcome and how technology is shaping the future ...

Voice AI is rapidly reshaping customer service and contact centers, ushering in a new era of 24/7 efficiency, personalization ...

With work featured on GetVoIP.com, he's written over 150 articles on topics including VoIP, contact centers ... team collaboration and customer service. However, there are dozens of VoIP providers ...