Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.

What Is the Best Dialer for My Call Center? Your email has been sent Learn about five types of call center dialers, including the benefits and drawbacks of each solution. Discover the ideal dialing ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

Learn exactly how automatic speech recognition allows call centers to take advantage of voice data and better serve customers. Automatic speech recognition (ASR) technology has gotten a lot better in ...

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, ...