Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...

Call center costs vary and many systems are available. Finding the right one for your business can be challenging. Here’s what you should consider.

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

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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 ...

IP-based systems allow companies to route calls to home workers and satellite offices. Baxter Credit Union took a bold approach to upgrading its call center. In late 2002 it merged voice and data on a ...

Converged voice/data WAN projects and applications are helping customer call centers of all sizes lower costs and become more efficient. The benefits include savings on long-distance and local phone ...

The New York State Workers’ Compensation Board wins User Excellence Award runner-up for going virtual and greatly enhancing customer service. One of the first calls employees injured on the job make ...

eWEEK content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More. In a perfect world, Dave Pelkey, chief operating officer ...