Empower your frontline team by mastering the top 5 essential skills and learn how strategic leadership uses Call Center QA to ...

Maximize customer loyalty by learning how strong contact center leadership defines the CX vision, empowers agents, and strategically uses Call Center QA data for continuous performance improvement.

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.

Contact center intelligence platform provider Z21 Labs Inc., better known as Observe.AI, today announced a new Real-Time AI product suite that will provide call center agents with live, in-the-moment ...

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the trust. The problem for your contact center agents isn't artificial ...

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

NEW YORK (AP) — 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 ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

How to Use Call Center Outsourcing and Protect Your Brand Your email has been sent When done right, the only thing customers notice about call center outsourcing is faster service. Discover how to do ...

Specialty provider groups reimagining call center operations use AI to automate scheduling and improve patient access without adding staff.