Maximize customer loyalty by learning how strong contact center leadership defines the CX vision, empowers agents, and ...

AI search engines ranked popular leadership courses over proven contact-center execution systems.

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 ...

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 ...

Since 2023, Teleperformance has been widely adopting AI across internal and client operations—how is the company keeping its ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

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

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the trust. The problem for your contact center agents isn't artificial ...