As Microsoft has continued to expand Teams Phone features, companies are often using it to manage inbound calls, in effect utilizing Teams Phone as a lightweight call center. At the same time, many ...

Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ...

Contact centers are more than just service hubs—they're where the critical interactions that shape brand perception and loyalty occur. Contact center quality assurance (QA) ensures that every customer ...

Learn about the state of contact center technology and the latest software improvements giving call centers like yours a fresh advantage. Busy contact centers handle millions of conversations across ...