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

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

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.

Running a call center is about more than just answering phones. Every call, every second of talk time, and every interaction ...

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

Remote call center workers secured permission to seek early appellate review of a federal district judge’s novel ruling that limited which off-the-clock tasks count as part of their workday.

Amazon.com Inc on Tuesday announced voice recognition as part of a suite of call-center services for businesses, as the company sees growing demand for its cloud tools during the coronavirus pandemic.