Intelligent call routing automatically prioritizes high-value or time-sensitive interactions based on business rules or ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

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 ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

By combining claims, EHR and demographic data, machine learning models can anticipate when a member is likely to experience a ...

Artificial intelligence has infiltrated just about every component of the CRM technology stack, and outbound call centers are now starting to benefit from it as well. AI-driven answering machine ...

Amid widely reported CRM failures, a Fujitsu Consulting study today found a bright spot in the telecommunications sector -- one of the fastest adopters of CRM technology. The IT consulting firm ...