With AI dominating headlines, it’s easy for any business decision-maker to get wrapped up in how to fast-track their teams and innovations with the emerging tech. This rings true for the contact ...

Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

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 ...

PROVO, Utah & SEATTLE--(BUSINESS WIRE)--Qualtrics (Nasdaq: XM), the leader and creator of the experience management category, today announced new real-time contact center innovations to make agents ...

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 ...

As open enrollment season unfolds, insurance providers anticipate a significant surge in inbound calls from both current and prospective policyholders. Questions about coverage options, payment plans.

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 ...

How to Start Working as a Call Center Agent From Home Your email has been sent A dependable call center agent is always in demand. Learn how to find remote work, show your qualifications, and start ...

Amazon Web Services Inc.’s cloud contact center service Amazon Connect is getting some powerful new capabilities today that are aimed at helping make agents more productive and boost organizations’ ...

Contact Center as a Service (CCaaS) is a cloud-hosted software suite optimized for managing interactions with customers and, more broadly, the entire customer experience (CX). As the term implies, ...

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers Automated ...