Contact center SaaS includes VoIP calling with third-party integrations, analytics and reporting tools, and call management and automation tools to streamline workflows.

A Central Kentucky call center will soon be managed by a new company, and is not closing or laying off its employees.

Contact Center Evolution Contact centers have evolved in recent decades, but a major transition (particularly the adoption of new technology) emerged from the Covid-19 pandemic.

According to a new study by Replicant and Demand Metric, 95% of contact center leaders have either already adopted, are implementing, or plan to use automation within the next year. This figure ...

Contact center operators, therefore, need to look not just at labor costs in a particular market but also the availability of people capable of doing the job. Students at local colleges and ...

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the ...

The 2025 ICMI Global Contact Center Awards finalists: The winners will be announced at the ICMI Global Contact Center Awards Party at ICMI's Contact Center Expo, which takes place October 27-30 at the ...

AI is enhacing productivity and making businesses more profitable. But Ian King warns it comes with a human cost. Here's how to ...

The Defense Department is setting up a temporary call center next week to help military families with change-of-station moves ...