Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...

Contact center automation is transforming how businesses manage customer interactions by optimizing repetitive tasks, improving agent efficiency and enhancing customer experiences. From intelligent ...

Smooth call routing can help change the way a customer sees your business. Learn how efficient call management positively impacts both efficiency and customer satisfaction. You’re busy, your customers ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

Forbes contributors publish independent expert analyses and insights. Innovation. Entrepreneurship. Culture. Nearly a quarter of businesses (24%) are using AI for call routing optimization, and ...

There are few things worse than needing to call a customer service agent for help. Stubbing your toe? Maybe. Working on Christmas? Probably. Hearing the final score of a game you DVR’d? Definitely.

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

4 Steps to Improve Call Flow from Greeting to Resolution Your email has been sent A well-designed call flow is great for customers and agents. See if your call flows are as efficient as possible and ...

The call routing system may also request the person to enter some identifying information about him or her, such as a member number or a birthdate. After the person enters the requested information, ...

The call routing system may also request the person to enter some identifying information about him or her, such as a member number or a birthdate. After the person enters the requested information, ...