I cover travel with a focus on safety and sustainability. Is it just me, or do call center agents seem burned out lately? They're sometimes lackluster, dismissive — and even rude, according to ...

I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, often from frustrated or distressed customers, while juggling the ...

Moving through all the ranks of the call center industry into becoming CEO is rare. Jim Ryan's story may sound like a ...

As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations ...

In the Philippines, often called the world’s contact center capital, call center agents now reportedly see robots as their real bosses. Many feel like they’ve turned into lifeless “zombies.” ...

Struggling to choose the best call center software for your business? Compare top options to find the solution that fits both your team and budget. There are dozens of call center solutions ...

is the backbone of efficient call center operations, ensuring that incoming calls are routed to the most suitable agent or department based on predefined rules and algorithms. By streamlining call ...