In an age of rising patient expectations and digital-first experiences, their workflows are in dire need of an upgrade. During an October webinar hosted by Becker’s Hospital Review and sponsored by ...

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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 ...

Call center quality monitoring elevates the customer experience. Discover when to use real-time vs post-call methods for top-notch service. Consistent, high-quality customer service is a key element ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

At Becker’s 12th Annual CEO + CFO Roundtable, Tessya Federico, director of healthcare partnerships at EliseAI, discussed the transformative potential of conversational AI for healthcare call centers.

Is it possible to build a voice assistant for the call center that can pick up on indirect questions to figure out the best time to hand calls over to a human? That depends on how high the bar’s set.

Organizations selling to end users as well as retail partners are tasked to manage and respond to a mix of product and commerce inquiries — especially in the call center. Using Five9, Positec ...

Like self-checkout kiosks—perhaps even more so—automated phone menus are a prime example of shitty automation. They are exemplars of the kind of automated system that no user asked for, that are ...

Contact centers were never a walk in the park for employees, but they became much harsher work environments during the pandemic. According to one survey, only 10% of contact center agents reach ...

When telephones and radio channels were the only means to manage emergencies, dispatchers could only hope for a better future. Thanks to advances in technology, that future is now for the Metro ...

As part of an effort to achieve “sustainable staffing goals,” the Summit County 911 Center will use an automated nonemergency triage system to answer calls from the county’s nonemergency number. The ...