In our last survey, 100% of our calls received the dreaded message to call back tomorrow, despite the call center being manned by as many as 42 subcontractors and 15 staffers, plus up to 40 more ...

As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations — but only when it is used correctly.

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the ...

The city is using a tool with artificial intelligence to respond to more than 40 percent of its nonemergency interactions — ...

Learn exactly how automatic speech recognition allows call centers to take advantage of voice data and better serve customers.

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience.

From the early days of switchboards and rotary phones to today’s cloud-based, AI-enhanced contact centers, the journey of the call center has been one of rapid and necessary innovation.

Despite promising to save time and help agents complete post-call documentation more efficiently, in practice, the drafts ...

Berlin-based Synthflow is targeting customer call centers with its conversational AI voice agents, and says it already has over 1,000 clients.

For the first time in history, New Yorkers will be able to file discrimination reports over the phone with the launch of the ...

Heart Evangelista knows how to join the humor train! On TikTok, the Global Fashion Icon shared a video of herself with ...

As Han Butler, president and co-founder of ROI CX Solutions, a company that provides call center and help desk services, explains, AI offers several simple yet meaningful ways to improve call ...