A department within a company or a third-party organization that handles telephone sales and/or service. Inbound call centers, which take calls from the outside, use automatic call distributors (ACDs) ...

Following up from our last newsletter on the basic definition of a traditional call center, today we’d like to highlight the differences between a call center, a contact center, and an IP contact ...

Customers expect instant, personalized help on any channel—whether that’s phone, chat, social media, or SMS. Recent reports revealed that just a single bad service experience is enough to make ...