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 ...

“The operation of one call center (including both automated and live capabilities) for the benefit of one company in one industry does not remain static. Changes to a call center involving system ...

Morgan Palmer is CTO of ETQ, helping customers achieve success by attaining new levels of excellence through quality for over 25 years. What exactly is the difference? Today's automated systems ...

Automated phone call programs can be an effective way for health systems to ensure that older adults are getting important information about care plans or to notify them of follow-up appointments post ...

You dial the number, and the automated voice answers. “Our menu has changed,” the voice says. And you are thinking, Yes, it’s going to be even worse than before. Customer experiences like those thrill ...

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 ...

As today’s healthcare system evolves in response to clinical, economic, and political pressures, the role of Emergency Departments (EDs) is evolving as well. With the industry’s shift from volume- to ...

Rocket CRM has announced the launch of an innovative communication tool designed to address missed customer interactions, further enhancing operational efficiency for businesses of all sizes. The ...

PRESSADVANTAGE – Rocket CRM has announced continued development and refinement of its Missed Call Text Back functionality, reflecting broader changes in how organizations manage inbound communication, ...

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 ...