Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

Customer service platforms are undergoing a fundamental shift as AI moves from a supporting role into the core of how interactions are managed, routed and resolved. Salesforce has positioned its ...

At Business News Daily, we’ve spent years researching and testing the technology that enables entrepreneurs to accomplish their goals and scale their businesses more efficiently. Our team of small ...

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.

Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...

Businesses chasing the elusive goal of turning contact centers into profit centers have renewed hope with the arrival of artificial intelligence. AI holds the promise of eliminating many barriers that ...

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 ...

ICMI's Brad Cleveland says contact center AI delivers value, but workloads aren't necessarily falling. He urges better training, oversight and testing.