Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More The shift to digital during the pandemic put pressure on customer service ...

Level 3 Communications has expanded its suite of voice over IP offerings with a new toll-free calling service designed to help call center operators, service providers and others reduce their monthly ...

Is the call center focused on delivering great customer experiences or reducing costs? If the call center's primary focus is reducing costs and not providing great customer service, creating a service ...

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.

The contact center is central to digital transformation, but to determine its effectiveness, business leaders must measure several key performance indicators (KPIs). However, one of the problems is ...

While call centers are critical to consumer businesses, many organizations still perceive them as cost centers. They have to dedicate a part of their call center budget toward non-revenue-generating ...

"At the end of the day, the mental health of our associates is key to the success of the customer experience," says Jason O'Dell, vice president for voice services at First Horizon Bank. Call center ...

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 ...

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 ...

Hiring a call center can be a tough decision. Here's what you should know before you partner with a service. If you and your staff can’t handle the high volumes of inbound calls you’re getting from ...