Forbes

The New Era Of CX Starts With A Smarter Hello

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 ...
Business Wire

Transera Adds Call Center Management and Administration from within Salesforce™

SUNNYVALE, Calif.--(BUSINESS WIRE)--Transera, the Customer Engagement Analytics in the cloud company, today announced deeper integration with Salesforce through the Transera Call Center App for the ...
CMS Wire

What Is Automatic Call Distribution (ACD)? A Complete Guide

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 ...
TechRepublic

6 Ways to Automate Key Elements of a Call Center Workflow

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 ...
TechRepublic

4 Steps to Improve Call Flow from Greeting to Resolution

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 ...