Maximizing agent productivity and managing agent availability can be a challenge with Work-At-Home Agents (WAHA). Is the work-at-home agent dispostioning the call correctly? How do they absorb best ...

Customer service agents are on the front lines for their brands — dealing with complaints, solving complex problems and managing emotionally charged conversations, often with limited tools and rising ...

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 ...

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the trust. The problem for your contact center agents isn't artificial ...

Amazon Web Services Inc. today announced a new feature for Connect Contact Lens, the company’s artificial intelligence tools for call center work, aimed at assisting workers with after-call work.

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

911 centers are commonly understaffed, making the job more stressful for those doing it and making life more dangerous for those who need immediate attention. In San Francisco, for instance, the ...

“I believe that it’s no longer going to be a race to the bottom on how cheap you can get your labor,” one senior analyst said. It’s still the early days of the generative AI revolution, but it’s as ...

The contact center landscape has undergone a seismic shift in recent years, driven largely by advancements in autonomous ...

A few weeks ago, a Filipino BPO worker sparked a heated discussion on Reddit with a chilling prediction: “I keep saying this… AI will replace the BPO industry.” For many in the sector, this isn’t just ...