Intelligent call routing automatically prioritizes high-value or time-sensitive interactions based on business rules or ...

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 ...

We’ve all been there: After a long several minutes of answering automated prompts, you finally yell “agent” or “representative” into the phone hoping for a real person to answer your questions. You ...

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 ...

Have you ever found yourself repeating the words "speak to a human please" while on the phone with customer service? If so, you're among the roughly 70% of Americans who find interacting with ...

How does change management and a strategic pause lead to better outcomes for contact centers? Learn about readiness, results ...