Active listening training empowers call center agents to boost FCR and CSAT, reduce repeat calls, and deliver empathetic, ...

Effective call center coaching techniques will turn call center QA insights into action, boosting agent performance, FCR, and ...

5 Chatbot Call Center Examples +3 Times You Need a Human Your email has been sent A balanced chatbot call center strategy can drive efficiency and brand loyalty but overdoing it can backfire. See ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

While voice AI agents are already able to automate simple requests, automating complex workflows is still elusive, meaning ...

Yishay Carmiel is the founder & CEO of Meaning and a global AI expert known for building disruptive, revenue-generating products & services. Artificial intelligence (AI) has touched us all, from our ...

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 ...

A new voice AI agent called Leaping AI is part of a movement bringing the call center industry into the age of sophisticated ...

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 Yet, many face challenges such as outdated technology, high call volumes and limited resources.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 ...

Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue — ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. The future of The Keep Call Centers in America Act may be uncertain, ...