Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

In the age of open source and large-scale outsourcing, ascertaining the legal compliance of software is just as important as assuring the quality before pressing it into production. Numerous legal ...

With the rise of cloud services and virtualized networks that require swift and complex provisioning, IT process automation is key to helping IT teams deliver services with improved security, ...

Call center representatives use CRM software specifically designed for contact or help centers. These platforms host all customer information, including contact information, interaction history, ...

Abstract: Software maintenance and evolution are critical processes that ensure software systems remain functional, efficient, and adaptable over time. This article explores the four primary types of ...

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 ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. A well-designed information technology asset management (ITAM ...

Struggling to choose the best call center software for your business? Compare top options to find the solution that fits both your team and budget. There are dozens of call center solutions available ...