As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...

Call centers are increasingly automated, AI-driven, and outsourced—but there are ways to get results.

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

Effective call center coaching techniques will turn call center QA insights into action, boosting agent performance, FCR, and ...

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.

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

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

The PwC offering leverages Salesforce Agentforce and brings conversational artificial intelligence, predictive ordering, and unified customer data.

Companies currently invest a lot of money in target markets to generate potential customers’ interest in products and services. But after they achieve a sale, they often frustrate customers by not ...

The Webster Five Cents Savings Bank will open a customer contact center at the bank's Auburn location this October. Set to open Oct. 3, the center at 400 Southbridge St. will house a team heading up ...