Intelligent call routing automatically prioritizes high-value or time-sensitive interactions based on business rules or ...

Discover the best call center training software this year. Compare features, pricing, pros, and cons to find the best fit for your needs. From internal knowledge to call etiquette and system features ...

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.

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 and the notes he ...

Have you ever found yourself repeating the words "speak to a human please" while on the phone with customer service? If so, you're among the roughly 70% of Americans who find interacting with ...

UCLA is changing its COVID-19 protocols, including the COVID-19 Call Center, testing and wastewater surveillance, the Infectious Diseases Management Team announced Wednesday. These changes follow the ...