Smooth call routing can help change the way a customer sees your business. Learn how efficient call management positively impacts both efficiency and customer satisfaction. You’re busy, your customers ...

Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...

John Klein is a solutions architect at CDW and an industry expert in communication and collaboration platforms. He has experience in training and education in voice, video, audio visual, and headset ...

Forbes contributors publish independent expert analyses and insights. Innovation. Entrepreneurship. Culture. Nearly a quarter of businesses (24%) are using AI for call routing optimization, and ...