Artificial intelligence products with lifelike voices are being marketed to schedule or cancel medical visits, refill prescriptions, and help triage patients. Soon, many patients might initiate ...

Forbes contributors publish independent expert analyses and insights. 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, ...

BenchmarkPortal’s Learning Channel+ is a subscription-based microlearning library built for contact center agent training and coaching, featuring 50+ workplace-friendly videos in approximately ...

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.

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

The great resignation and quiet quitting in 2022 have brought us a seemingly-endless onslaught of call center issues, such as poor call center customer experience (CX) and higher operating costs.

How to Use Call Center Outsourcing and Protect Your Brand Your email has been sent When done right, the only thing customers notice about call center outsourcing is faster service. Discover how to do ...

Teleperformance, the world’s largest call center operator, is relying on artificial intelligence technology to “neutralize” the accents of English-speaking Indian customer service agents in real time ...

Call center representatives use CRM software specifically designed for contact or help centers. These platforms host all customer information, including contact information, interaction history, ...

When wirehouses and other major brokerages introduced the notion of call centers a couple of years ago, brokers were suspicious. Although they understood the logic behind the move (to cut costs by ...