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 ...

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 ...

Smooth call routing can help change the way a customer sees your business. Learn how efficient call management positively impacts both efficiency and customer satisfaction. You’re busy, your customers ...

Forbes contributors publish independent expert analyses and insights. Innovation. Entrepreneurship. Culture. Nearly a quarter of businesses (24%) are using AI for call routing optimization, and ...

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 ...

Today’s call centers offer businesses a wealth of valuable features to help answer customers’ calls faster and provide efficient customer service. They route incoming callers to the right person ...

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 ...

John Klein is a solutions architect at CDW and an industry expert in communication and collaboration platforms. He has experience in training and education in voice, video, audio visual, and headset ...

Dualling’ refers not to simple moonlighting or after-hours gig work, but to employees being on the clock during regular working hours for multiple employers, none of whom have any idea of the ...