Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

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.

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 ...

Justin Hester is a principal inside solutions architect for CDW's collaboration practice. He previously worked as the national collaboration lead for CDW’s vertical segment and a unified ...