Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More The shift to digital during the pandemic put pressure on customer service ...

Level 3 Communications has expanded its suite of voice over IP offerings with a new toll-free calling service designed to help call center operators, service providers and others reduce their monthly ...

The contact center is central to digital transformation, but to determine its effectiveness, business leaders must measure several key performance indicators (KPIs). However, one of the problems is ...

Ashish Nagar, an engineer by trade, was working at Amazon’s Alexa org on the conversational AI team when he realized that AI had the potential to greatly bolster productivity in contact centers.

Anna Baluch is a freelance writer from Cleveland, Ohio. She enjoys writing about a variety of health and personal finance topics. When she's away from her laptop, she can be found working out, trying ...

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

While call centers are critical to consumer businesses, many organizations still perceive them as cost centers. They have to dedicate a part of their call center budget toward non-revenue-generating ...

When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

Call Center: What's the real value of IP in the call center? Is it something that managers and in-center personnel need to worry about? Brett Shockley: IP is a transformational technology ” ...