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 ...

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 ...

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 ...

6 Ways to Automate Key Elements of a Call Center Workflow Your email has been sent Small improvements to your call center workflow can lead to big wins. Learn how to ...