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 ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

A hosted contact center is a cloud-based customer service solution that enables businesses to manage customer interactions without the need for on-premises infrastructure. Unlike traditional contact ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

Picture this: Instead of having to operate an expensive call center tied to a physical location, you’ve created a virtual, multimedia contact center staffed by agents working from home or in distant ...

During a pre-briefing to industry analysts from Jeff Comstock, corporate vice president of Dynamics 365 Customer Service the most intriguing thing he said was the solution does not require customers ...

Call-center employees face stressful situations on a daily basis — irate customers, high targets and more. What skills can help them cope? Call-center employees have rightfully been heralded as the ...

Discover how robotic process automation (RPA) can transform your contact center by automating repetitive tasks that slow agents down. RPA stands for robotic process automation. It represents some of ...

SAN FRANCISCO--(BUSINESS WIRE)--Dialpad Inc., the industry leader in AI-powered communication and collaboration, today announced that TMC, a global, integrated media company, has named Dialpad Contact ...