Effective call center coaching techniques will turn call center QA insights into action, boosting agent performance, FCR, and ...

While voice AI agents are already able to automate simple requests, automating complex workflows is still elusive, meaning ...

Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue — ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

To many people, chatbots and other technology feel like a ticking time bomb, sure to explode their work. But to some, the threat is already here. By Emma Goldberg Reporting from Pascagoula, Miss.

Call center agents suffer stress from workforce challenges, like rising customer expectations, growing call volume and a shaky work-life balance. Call center agents suffer tremendous stress from ...