Transform your call center QA program from a punitive tool into a strategic asset by implementing coaching methodologies that ...

The move comes following a push by Health and Human Services Secretary Robert F. Kennedy Jr. to get rid of synthetic food ...

In my previous post, "Is It Time To Disrupt Your Call Center?," I described an all-too-common experience of calling a major credit card issuer for help, focusing on the impacts on the customer ...

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 ...

Call center agents are the face of your business. Here are a few quick tips to empower them toward success. The modern contact center is optimized for every customer and prospect interaction. Before ...

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 ...

New York — 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 ...

Agencies can apply artificial intelligence more strategically by unifying Contact Center as a Service solutions and customer ...

Voice AI agents for appointment-scheduling calls can represent a great opportunity to optimize the bottom line while not ...

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 ...