Rich Hein: Hello and welcome to “Beyond the Call,” where the go-to show for insight, trends, and actionable advice in the customer service and support industry. I'm Rich Hein, your host, and today ...

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

Contact centers are more than just service hubs—they're where the critical interactions that shape brand perception and loyalty occur. Contact center quality assurance (QA) ensures that every customer ...

With three years spent researching, comparing, and testing software products, Tyler Webb is an expert on all things telecommunications. With work featured on GetVoIP.com, he's written over 150 ...