Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

Call center representatives use CRM software specifically designed for contact or help centers. These platforms host all customer information, including contact information, interaction history, ...

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Making customer contact centers more flexible and giving call agents more productive tools are among the many features being introduced with a slew of product launches at Voicecon this week. Alcatel, ...

An omnichannel contact center enables businesses to engage with customers across multiple platforms—voice, chat, SMS, email, and social media—painlessly and consistently. Rather than juggling ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

SAN FRANCISCO--(BUSINESS WIRE)-- The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils ...