Opinions expressed are those of the author. Despite the many challenges they face, millions of essential workers — including call center agents — continue to perform their jobs during the ...

From self-service to sentiment analysis, this guide covers the benefits, challenges and top platforms in contact center automation.

Then a chatbot can analyze a customer’s transaction history and do much of the work currently done by call center agents. This seems like a natural evolution: Tech takes on the role of a human ...

This article explores proven strategies to improve customer service in a call center, enhance agent performance, and align your operations with the demands of modern CX. Customer Experience ...

Not long ago, agents in the call center of a well-respected global Fortune ... “The company was leaving money on the table,” says Arussy, the CEO of Strativity Group and author of Passionate ...

In a call center, agent turnover is the number of human agents that need to be replaced in a given period because they quit or are let go. The outbound call center industry (telemarketers ...