CMS Wire

What Is Call Center Management? Strategy, CRM and Best Practices

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.
CMS Wire

What Is Contact Center as a Service (CCaaS)?

Editor's note: This article was updated May 16, 2025 with new data and content. It was originally published Nov. 21, 2024. Contact Center as a Service (CCaaS) is a cloud-based customer experience ...
Indianapolis Business Journal

Mayor’s call center workers form union

The Mayor’s Action Center at the City-County Building has a dozen employees who operate as the front line for complaints and ...
TMCnet

Metrics That Matter: Tracking Call Center Productivity the Smart Way

Running a call center is about more than just answering phones. Every call, every second of talk time, and every interaction ...
TMCnet

Vonage Recognized in the Gartner® Magic Quadrant™ for Contact Center as a Service

GARTNER and MAGIC QUADRANT are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally ...
TechRepublic

RPA Contact Center: What Grindy Tasks Can it Get Rid Of?

RPA Contact Center: What Grindy Tasks Can it Get Rid Of? Your email has been sent Discover how robotic process automation (RPA) can transform your contact center by automating repetitive tasks that ...