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

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 ...

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