From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes.

A goal of a customer service call center should be to adequately resolve the caller's concern during the first conversation attempt. A customer who is disconnected, has an unresolved issue or is ...

Freshworks’ Freshcaller is a call center software that powers voice bots and chatbots with AI, offering 24/7 customer support and reducing the workload of human agents.

Call Center training should be part of a broader CX management strategy and can deliver real financial benefits when not ...

Understand best practices for onboarding new call center agents as part of a broader CX management plan, with a focus on ...

With Cloud AI Studio, Genesys is betting that no-code, emotionally intelligent AI agents can finally fix the broken customer ...

Call center staffers in China told researchers they spend way too much time fixing mistakes by their AI assistants, which ...

Businesses are turning to AI chatbots to deal with customer service. The new tech saves them money, but it's leaving a lot of people frustrated.

New research and high-profile failures reveal AI in customer service often creates more work and damages trust, challenging ...