Proven tools matter. Contact center technology succeeds when it improves FCR, AHT or CSAT, not when it simply adds more features. Agent support wins. AI and automation deliver when they amplify agents ...

Calvin Hennick is a freelance journalist who specializes in business and technology writing. He is a contributor to the CDW family of technology magazines. When Orlando Magic fans come to their first ...

Modernizing the technology stack to meet the needs of today’s fast-paced business environment is becoming imperative. Legacy and outdated technologies are hampering flexibility and are becoming more ...

Contact center agents are the backbone of customer service, often juggling complex interactions across multiple channels while working under considerable pressure. Their experience on the job—which ...