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Why Contact Center Is Not a “Cost Center”?

Contact center is a very general concept.

4 takeaways from personal remote work experience

Remote or hybrid work is a form of work organization that is at the same time both popular and enforced ...

WhatsApp Business API and the New Opportunities for Client Servicing

WhatsApp first provided its messenger's API in 2019, enabling the connection of this popular channel wit...

Is Your Contact Center Ready for GDPR?

If your contact center operates in the EU or if you work with EU-based customers, you have probably hear...

Automatic Call Distribution: How it works in SoftBCom

Inbound call distribution (call routing) is а vital function for any contact center platform. The way ca...

What Makes The Difference In The World Of Contact Center Platforms

Modern contact centers greatly differ in their size, structure, services, and strategy, but all of them ...

Going Omni-Channel and Beyond

Today’s customers tend to perceive a company’s services as a whole. For a customer, a service and all co...

Improving Efficiency of the Contact Center - SoftBCom Contact Center

The main goal of any contact center is to ensure high quality of customer services and rapid handling of...