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 ...

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

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, ...

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 ...

Imagine in the near future, you call a customer service number for a cruise line and are greeted by a highly knowledgeable, smooth-talking artificial intelligence (AI). In a fluid conversation, the AI ...

Many companies are moving beyond rigid, scripted chatbots toward more natural customer interactions. A new voice AI agent called Leaping AI is part of a movement bringing the call center industry into ...

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 center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

India bets AI will create enough new opportunities to offset job losses AI tools supplant jobs built on routine tasks in call centers, customer service IT training centers shift focus to AI skills ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

Dealing with an employee who avoids phone calls can be uncomfortable. Learn how to recognize and stop call avoidance early on. When call center reps avoid taking calls, it creates problems across your ...