1. Decide which features you need. With annual costs ranging from $3,600 for small teams to $150,000 or more for enterprise operations, call center software is a significant investment in your future, ...

Are your CSRs truly helping customers, or are they spending half the day handling calls that should never reach them?

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 and the notes he ...