The coronavirus (COVID-19) crisis has forever changed how call centers think about maintaining business continuity -- from managing agent resources and having the right technology in place, to shoring ...

Most people can visualize the classic customer service environment: hundreds of agents sitting side-by-side in a large contact center, all working off the same script, working the same shifts and ...

Learn how to set up a virtual call center without wasting time, money, or resources on things that don’t matter. Setting up a virtual call center is easier and faster than you might think. A lot of ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

SAN JOSE, Calif.-- (BUSINESS WIRE)--8x8, Inc. (NASDAQ:EGHT), a leading provider of cloud-based unified communications and contact center solutions, today announced it is breaking new ground in the ...

Discover why a virtual contact center is a no-brainer for cutting costs, enhancing customer experiences, and letting agents work remotely. Virtual contact centers leverage cloud-based VoIP technology, ...

The coronavirus pandemic has upended our communities, resulting in record-breaking numbers of businesses closing their doors and surging unemployment rates. But even in the midst of this unprecedented ...

Digital contact centers have been evolving for a while now. A significant component of that evolution is self-service through human language. A technology commonly used to achieve this is called ...

Virtual contact centers are thriving in today’s shelter-in-place and social distancing environment. Fortunately, these technologies and systems have been able to evolve and mature for years because of ...

Providing fast, convenient customer service is fundamental to successful call center management. However, consumers continually seem to raise the bar as their behaviors evolve. At one time, ...

In the pandemic’s early days, municipal operators began working remotely and continue to more effectively field requests from home. In March 2020, cities across the United States shut down government ...

There are plenty of practical benefits gained by implementing a virtual contact center in your organization, ones that have nothing to do with preparing for a worst-case scenario—which we’ve all ...