The Impact of CTI Software on Agent Efficiency and Customer Satisfaction Austin, United States - March 15, 2026 / ...

In today’s high-volume support environments, contact centers are grappling with a dual crisis: skyrocketing Average Handle Times (AHT) and severe agent burnout. When customer service representatives ...

Spectrum and RingCentral launch integrated AI-powered contact center solutions. Unified communications platform. Combines voice, video and ...

Salesforce launches Agentforce Contact Center to unify voice, AI, and CRM data on a single platform, aiming to eliminate fragmented customer support systems.

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. May 18, 2020, 01:43pm EDT May 18, 2020, 04:01pm EDT This ...

The FCC is preparing to vote on a proposal that could force new disclosure, routing and data-handling rules for offshore call ...

The FCC is also considering a rule that would require companies to tell customers when their call is being handled outside ...

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 ...

The proposed rule would require affected companies to disclose a customer service agent’s location and limit call volume from overseas contact centers, among other changes.

Schwing America’s new Call Center at their White Bear, MN, headquarters has a new system of fielding incoming service and parts telephone inquiries which results in more efficient handling of customer ...