SÃO PAULO--(BUSINESS WIRE)--Enterprises in Brazil are adopting new contact center technologies and services, many enabled by AI, recognizing that customer experience is critical to their ...

CRM has long been a staple in sales interactions, marketing campaigns, and customer records. But now it is growing in prominence in the contact center as the agents’ primary desktop interface. Agents ...

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 ...

The real benefits may still seem elusive to the broader enterprise communications, play, but Contact Center is another matter. There are still a lot of skeptics when it comes to the value of the Cloud ...

Agentic AI is all the rage these days, with organizations exploring how AI can be infused into daily operations. The meaningful excitement lies in the application of agentic AI within a specific ...

SAN FRANCISCO--(BUSINESS WIRE)--The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils the ...

SAN FRANCISCO--(BUSINESS WIRE)-- The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils ...

NEW YORK (AP) — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information ...

ICMI named Pathward’s Tax Call Center the 2025 Best Medium Contact Center. The International Customer Management Institute named Pathward’s Tax Call Center the Best Medium Contact Center at its 2025 ...

In July, Cleveland Clinic Innovations, the corporate venturing arm of the healthcare organization, partnered with Irish company Rigney Dolphin to form RelateCare, a contact center solutions firm. The ...

Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...