Proven tools matter. Contact center technology succeeds when it improves FCR, AHT or CSAT, not when it simply adds more features. Agent support wins. AI and automation deliver when they amplify agents ...

Calvin Hennick is a freelance journalist who specializes in business and technology writing. He is a contributor to the CDW family of technology magazines. When Orlando Magic fans come to their first ...

Are your CSRs truly helping customers, or are they spending half the day handling calls that should never reach them?

Call center representatives use CRM software specifically designed for contact or help centers. These platforms host all customer information, including contact information, interaction history, ...