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 ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Opinions expressed by Entrepreneur contributors are their own. Are you gearing up to launch an internal customer service initiative? Well, you’ve come to the right place. I’m happy to equip you with ...

As one of the world's largest retailers, Amazon typically has customer support available 24/7.Getty As one of the world's largest retailers, Amazon is a well-oiled machine. But while most orders get ...

In today's fast-paced, digitally driven world, a lot of businesses have started realizing the importance of omnichannel strategies, especially when it comes to serving customers’ demands. Still, some ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Learn everything you need to know about contact centers, from terminology and features to enterprise capabilities and deployment types. A contact center enables customer service or sales teams to ...

People often assume that customer service performs a “support” function in a business, not a “sales” function. But every time customers are on the phone with your customer service people, this is an ...