Consumers may not realize this, but many of the most important tasks required to provide a great customer experience (such […]
This year’s rapid acceleration to remote call centers has presented some advantages for agents and managers alike: less time commuting, […]
With call center conditions constantly changing, companies must turn to artificial intelligence technology in order to optimize their operations. Call […]
Call centers are constantly dealing with unexpected scenarios, but 2020 has taken this to an entirely new level. Centers have […]
With some of the latest call center technology talk focused on Robotic Process Automation (RPA), Artificial Intelligence (AI), and chatbots–often eliminating the need for human agents–it might seem strange to think about automation and employee engagement going hand in hand.
Thirty three percent of Americans say it only takes a single instance of poor service for them to consider switching […]