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.

Competitors Avaya and Genesys Telecommunications Laboratories also are working on similar strategies, which they trumpeted late last week at Microsoft's partner conference in New Orleans. Siemens' ...

Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...

For some consumers, AI offers a more comfortable way to ask sensitive questions, challenging traditional assumptions about trust and customer support. The shift from IVR to CRM-native AI agents is ...

SUNNYVALE, Calif.--(BUSINESS WIRE)--Ooma, Inc., a smart communications platform for businesses and consumers, today announced Ooma Office Pro Plus, a new plan for the Ooma Office business ...

I got a statistic stuck in my head last week during a visit to a client in California. Sometimes you hear or see something so interesting for its oddity that it stays with you no matter what. For me, ...

There are only a handful of call center software features that vary in a meaningful way between vendors. Here’s what you need to know. Many call center software features have no major impact on ...

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 ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...