The bubble in the bottom-right of every website now does the work a phone queue did a decade ago, which would be marvellous if half the platforms selling it understood what a contact center actually is.
Written by Julie McNealisKnowledge management software is what separates a call center where agents resolve issues on the first contact from one where every customer waits while someone hunts for the right script, and the right platform depends on whether you optimize for self-service, agent assist, or AI deflection.
Written by Julie McNealisCall center software routes inbound queries, manages outbound campaigns, and tracks agent performance so support teams can handle volume without dropping the ball on customer experience.
Written by Jessica Moloney