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.

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

VoIP technology is gaining ground in financial and other service industries as a cost-effective means of provisioning additional, enhanced services unsupported by traditional circuit-switched ...

In this episode of eSpeaks, Jennifer Margles, Director of Product Management at BMC Software, discusses the transition from traditional job scheduling to the era of the autonomous enterprise. eSpeaks’ ...