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 ...

The ability to route calls might seem mundane when compared to the dangerous drama of fires, earthquakes and other disasters. But for Tina Mathieu, deputy director of the Utah Communications Authority ...

About Convoso Convoso is the leading AI-powered contact center platform purpose-built for revenue teams. Trusted by fast-scaling leaders in insurance, financial services, home services, legal, and ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

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 ...

6 Ways to Automate Key Elements of a Call Center Workflow Your email has been sent Small improvements to your call center workflow can lead to big wins. Learn how to ...

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 ...

In today’s world of customer service, the use of digital messaging channels is steadily rising, so it’s easy to overlook how central voice and telephony are for connecting brands to their customers.