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The best IVR systems enable businesses to manage inbound calls at scale, and empower customers to answer questions on their own. From simple phone menus to next-gen conversational IVR, this list ...

5 Key Call Center Software Features + How to Judge Them Your email has been sent There are only a handful of call center software features that vary in a meaningful way between vendors. Here’s what ...

Back in our February issue, we discussed the results of a recent SSPA survey of top performing agents. One of the survey's key messages was that: “Simply put, top talent gets more training on an ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

Training is the root of call center success. Or failure. It's the cornerstone of any effort to create a center full of agents who are equipped to handle the difficult challenges of customer relations: ...

Contact centers were never a walk in the park for employees, but they became much harsher work environments during the pandemic. According to one survey, only 10% of contact center agents reach ...

Buyout firm Thoma Bravo is nearing a deal to acquire call center software maker Verint Systems Inc., according to people familiar with the matter. The deal would value Verint at about $2 billion, ...