Contact center performance management (CCPM) is an analytical approach to managing and improving the effectiveness, quality and overall experience provided by the contact center. It is a process that ...

Salesforce launches Agentforce Contact Center to unify voice, AI, and CRM data on a single platform, aiming to eliminate fragmented customer support systems.

Founded in 1999 in San Francisco, Salesforce targets mid-market to large enterprises seeking unified CRM and data platforms. Its portfolio includes Sales Cloud, Service Cloud, Marketing Cloud, ...

SAN FRANCISCO--(BUSINESS WIRE)-- The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils ...

AI agents proliferate, but oversight tools remain designed for human-only workforces. Talkdesk on March 10 announced the CXA Operations Center and enhanced Interaction and Quality Analytics to help ...

Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...

Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Working as a contact center agent was never for mere mortals.

If you’re considering transitioning your existing contact center management and staff to a new external services provider, the process doesn’t have to be painful. When handled with sensitivity and a ...

Before 8 a.m., the path from parking garage to elevator lobby is almost serene. A good time to arrive, a bit ahead of the crowd, with the knowledge that there will be fresh coffee waiting for you ...

Anyone who’s ever worked in contact center management understands that the job is not for the faint of heart. The necessity of dealing with numerous daily problems is inherent in the business process ...