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

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

Since 2023, Teleperformance has been widely adopting AI across internal and client operations—how is the company keeping its ...

Investing in agent well-being, engagement, and coaching (backed by call center QA) directly translates into higher CSAT/NPS, ...

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

Artificial intelligence products with lifelike voices are being marketed to schedule or cancel medical visits, refill prescriptions, and help triage patients. Soon, many patients might initiate ...

Yishay Carmiel is the founder & CEO of Meaning and a global AI expert known for building disruptive, revenue-generating products & services. Artificial intelligence (AI) has touched us all, from our ...

Learn exactly how automatic speech recognition allows call centers to take advantage of voice data and better serve customers. Automatic speech recognition (ASR) technology has gotten a lot better in ...

GURGAON, India — For three years, Kartikeya Kumar hesitated before picking up the phone, anticipating another difficult conversation with another frustrated customer. The call center agent, now 29, ...

WALTHAM, Mass.--(BUSINESS WIRE)--CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), today announced the availability of the CallMiner App Marketplace, a ...

The conversations handled by 211 call centers can be a solid indicator of what average Americans have on their minds. Fielding thousands of calls per day, these centers, which refer callers to various ...