A call center is a specialized facility that is used by organizations to handle customer interactions. All incoming and outgoing calls to customer support, telemarketing, and sales services are ...

New research shows that browser based Tech Support Scams are starting to utilize services normally found in legitimate call center operations. These services, called call optimization services, are ...

New research shows that browser based Tech Support Scams are starting to utilize services normally found in legitimate call center operations. These services, called call optimization services, are ...

Faced with pressures from global competition and increasing turnover rates, call centers are looking to technology to improve effectiveness and efficiency. According to research firm Datamonitor, in ...

Workforce optimization (WFO) means using data to improve agent performance, reduce costs, and deliver better customer experiences. Contact center workforce optimization has two pillars: workforce ...

"Your call is very valuable to us please stay on the line until one of our busy advisors becomes available to take your call". An all-too familiar initiation to the world of helpdesks and customer ...

Aspect Communications Corp., RightForce and Blue Pumpkin Software Inc. are all scheduled to unveil call center workforce optimization solutions this week designed to help companies ensure their call ...

Tech support scammers have found new methods to replicate call optimization services, giving legitimate contact center service providers a difficult challenge to address. Antivirus software maker ...

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 ...

To solve this problem, CallCopy, a leading provider of innovative call recording and contact center solutions, is making it easier and more affordable for contact centers of all sizes to get started ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you ...