Discover how to measure true training ROI by tracking essential call center KPIs like FCR, AHT, and CSAT that prove agent ...

The best IVR systems enable businesses to manage inbound calls at scale, and empower customers to answer questions on their own. From simple phone menus to next-gen conversational IVR, this list ...

Editorial Note: Blueprint may earn a commission from affiliate partner links featured here on our site. This commission does not influence our editors' opinions or evaluations. Please view our full ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

How to Make a Call Center Knowledge Base Reps Actually Use Your email has been sent A call center knowledge base needs careful consideration to be relevant. Here’s how to create a helpful resource ...

The best call center software is RingCentral, providing omnichannel functionality, helpful project management tools, and a range of advanced features like interactive voice response (IVR). RingCentral ...

eSpeaks' Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

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 ...

A call center system should reduce business costs while helping your sales and customer service reps perform at their best. Modern platforms offer a range of advanced tools that give both users and ...

Back in our February issue, we discussed the results of a recent SSPA survey of top performing agents. One of the survey's key messages was that: “Simply put, top talent gets more training on an ...

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 ...

Call center software has become increasingly sophisticated with AI-powered features and advanced integrations, so it pays to do your research before investing in a call center platform. Why outsource ...