The best customer service reps are empathetic, adaptable, and clear communicators—qualities every leader needs in uncertain ...

The Social Security Administration says it has cut the time it takes to answer calls and reduced a backlog of disability ...

A study carried out by researchers from several Chinese universities and a Chinese power company looked at what impact AI assistants were having on the plant's ...

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

Discover how AI-driven speech analytics is revolutionizing call centers by enhancing customer experience, improving agent ...

CVS Health has opened its new Workforce Innovation and Talent Center in cooperation with the Chicago Baptist Institute, where ...

A frustrated customer will only grow more agitated if forced to wait on hold for a significant period of time for a customer service call center representative. Make an effort to answer calls as ...

As India's digital transformation accelerates, Call Center Solutions for Small Businesses are becoming an indispensable tool for entrepreneurs looking to scale sustainably while offering fast ...

Contact centers are the frontlines for customer interactions and play a significant role in shaping customer perceptions and building loyalty. Maintaining quality assurance (QA) within the contact ...

For airline customer service workers, the holiday season serves it all: festive music on a loop, stressed-out travelers and, occasionally, movie-worthy triumphs. You might go see an airline agent ...

Generative AI is transforming the contact center. Learn more about how this new technology is making a huge impact on customer service. Written by eWEEK content and product recommendations are ...

1. Implement a callback option Offering callers the option to receive a call back rather than waiting on hold is a win-win. It’s one less caller in the queue, immediately, and that caller is ...