With the arrival of AI, the human headcount in the contact center—including people who might otherwise answer a call and talk ...

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

Contact centers have evolved far beyond phone banks and scripts. A modern contact center is now integrated with AI, analytics ...

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

Have you ever found yourself repeating the words "speak to a human please" while on the phone with customer service? If so, you're among the roughly 70% of Americans who find interacting with ...

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, ...