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.

A penny for the thoughts of our thankless call center workers. Long have they had to endure indignant customers fuming at them for problems beyond their control. Now they must suffer accusations that ...

This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, precautions and methods to measure call center performance.

By leveraging AI, call centers can deliver a higher level of service, improve agent productivity, and enhance customer satisfaction. In fact, customer service agents who leverage AI are already ...

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

Contact center intelligence platform provider Z21 Labs Inc., better known as Observe.AI, today announced a new Real-Time AI product suite that will provide call center agents with live, in-the-moment ...

“Most current agent-assist solutions rely only on call metadata, such as call time, duration or phone numbers, and are simply programmed to understand basic keywords or phrases,” said Martin.

For example, in a healthcare call center, a supervisor can verify whether an agent handled patient information according to HIPAA guidelines with a quick search through the transcribed logs.

Agents often juggle several tasks, such as gathering information from customers and addressing their concerns, so agent assistance tools make a big difference in the daily work of call center agents.

Our belief is that the greater the employee experience for agents, the greater the customer experience they’ll be able to offer.” Scott, Dinsmore and Richards incorporated EvaluAgent in 2012.

And if your call center software offers skill-based routing, you can upload data about each of your agents' skills and experience to the software and, based on IVR prompts in which the caller ...

WHAT TO KNOW. Wait times to get through to PSEG telephone service agents spiked more than 1,500% during 2022 amid staffing problems and call-volume fluctuations ; Figures released Wednesday show ...