What are the differences between a call center and a contact center and why does it matter for customer experience programs? Call centers and contact centers can serve as the front lines of your ...

As technology continues to advance across digital channels, customers have come to expect a seemingly endless array of options for engaging with businesses. And they want more than the ability to ...

Nobody likes having to call customer service. From wading through endless menu options to screaming “representative!” into the phone repeatedly to spending the entire afternoon on hold, there are many ...

Whether your business is a mom and pop operation (or “pop and pop” or “mom and mom”) with just you and your partner handling the phones, or it’s a larger operation with hundreds of agents at the ready ...

In healthcare, where the cost of care is rising, organizations can’t afford to drive patients away due to inefficient systems ...

Rich Hein: Hello and welcome to “Beyond the Call,” where the go-to show for insight, trends, and actionable advice in the customer service and support industry. I'm Rich Hein, your host, and today ...

Lingo Communications (“Lingo”), a leading global Cloud/UC and managed service provider, today announced that it recently implemented its own Cloud Contact Center solution to manage its Customer Care ...

ARAG® Customer Care call center was certified earlier this year as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization. "Only the top 10 percent of ...