Cloud-based communications provider 8x8 launched a new offering called 8x8 Engage, designed to meet the needs of customer-facing employees who operate outside the traditional contact center ...

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center ...

“In the past, we used to sell technology. Now, we sell use cases,” says Rocky Grubb, a CDW solution architect team lead for the collaboration practice. Grubb, who manages the CDW presales team for ...

During a pre-briefing to industry analysts from Jeff Comstock, corporate vice president of Dynamics 365 Customer Service the most intriguing thing he said was the solution does not require customers ...

HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced that Penrith City Council has selected NICE’s CXone cloud native platform to deliver an enhanced customer experience with improved ...

Burned-out call center agents affect customer service and impact your brand. Here are some tips for recognizing the signs and preventing burnout. No matter your industry, call center burnout is an ...

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.

Voiso, the AI-powered contact center platform helping global businesses deliver human-first customer experiences at scale, today reaffirmed its commitment to customer success through tailored, ...

Voiso, a global provider of AI-powered contact center solutions, today announced the launch of its Unit Configuration for Billing, a feature designed to solve one of the most persistent challenges for ...

Consumers rightly have high expectations for businesses and organizations to be responsible and trustworthy when it comes to their data privacy practices. Preserving that trust is critical. A person ...

At VoiceCon 2008 earlier this month, the buzz around unified communications in the contact center was abundant: it seems that almost every unified communications supplier has moved beyond unified ...