As the year draws to a close, we reflect on the insights and advancements in customer service. This article highlights CMSWire's top 10 customer service and contact center articles of the year, ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

Inbound and outbound customer service provide various forms of support to your customers by telephone. Inbound customer service is the traditional approach to telephone-based customer service. Here, ...

Amazon.com is getting into the contact center service business with Tuesday's announcement that it will make its contact center service technology available to other businesses. Amazon said the new ...

Popular video conferencing app Zoom is adding a new business offering: Zoom Contact Center for customer service. It’ll have more than 100 features at launch and will cater to the agents, supervisors, ...