Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

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 ...

How IVR Analytics Fixes Call Flow Issues and Frees Up Agents Your email has been sent Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do ...

Rich Hein: Hello and welcome to “Beyond the Call,” where the go-to show for insight, trends, and actionable advice in the customer service and support industry. I'm Rich Hein, your host, and today ...

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

NEW YORK (AP) — 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 ...

Call center employees have notoriously unpleasant jobs. They field questions from disgruntled customers all day long and can only respond with corporate-mandated jargon. Many expect AI will one day ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

Apple is introducing new AI-powered call screening and “hold assist” features in its latest mobile operating system, iOS 26. In iOS 26, when you receive a call from an unknown number, call screening ...