While voice AI agents are already able to automate simple requests, automating complex workflows is still elusive, meaning ...

Active listening training empowers call center agents to boost FCR and CSAT, reduce repeat calls, and deliver empathetic, ...

A new voice AI agent called Leaping AI is part of a movement bringing the call center industry into the age of sophisticated ...

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 ...

Effective call center coaching techniques will turn call center QA insights into action, boosting agent performance, FCR, and CSAT, while elevating customer experience.

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.

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 ...

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 ...

ATLANTA--(BUSINESS WIRE)--Intradiem, the leading provider of contact center automation solutions, has partnered with Thrive Global to deliver stress releasing wellness Reset sessions to contact center ...

Facing major budget shortfalls, Denver is cutting back hours and staff for the 311 call center and looking to leverage an ...

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 ...