Discover how contact center managers can use gamification strategies - from points and leaderboards to badges and team challenges - to boost agent engagement in training, accelerate skill adoption, ...

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 ...

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the trust. The problem for your contact center agents isn't artificial ...

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 ...

How to Use Call Center Outsourcing and Protect Your Brand Your email has been sent When done right, the only thing customers notice about call center outsourcing is faster service. Discover how to do ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

Public sector call centers play a key role in connecting citizens with essential services. Yet, many face challenges such as outdated technology, high call volumes and limited resources. Modernizing ...

Amazon Web Services Inc. today announced a new feature for Connect Contact Lens, the company’s artificial intelligence tools for call center work, aimed at assisting workers with after-call work.

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

Smart businesses recognize the value of outsourcing, as this can lead to huge cost reductions. Some lack the internal resources to meet customer expectations, while others can no longer handle the ...