Author: Tori Dudys

SIP and VoIP are two acronyms often used by call center managers who sort of know...

Wondering how to use artificial intelligence (AI) in your call center? It’s a hot topic, and...

New call center managers have a lot to wrap their minds around. Coming in fresh to...

Whatever the size of your contact center, there will likely come a time when you notice...

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Skills-based call routing sounds super technical! While there is a tech side to it, at its...

When it comes to delivering great customer service, call center agents need some essential soft skills...

No great call center achieves success without implementing dozens of processes—especially when it comes to call...

Virtual call-backs have singlehandedly revolutionized the call center customer experience over the last few years. You...