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 ...

Contact center analytics can help you make data-driven decisions. Learn how to interpret key metrics and solve pressing problems with data. Contact center analytics is the systematic collection and ...

Artificial intelligence products with lifelike voices are being marketed to schedule or cancel medical visits, refill prescriptions, and help triage patients. Soon, many patients might initiate ...

Are your CSRs truly helping customers, or are they spending half the day handling calls that should never reach them?

Why it matters: Stories about AI's capabilities being overhyped are becoming increasingly common. After recently hearing that many agentic AI projects fail to live up to expectations, customer service ...

Will AI make call center jobs obsolete? The question has sparked a strong debate amongst industry leaders. One of the foremost predictions is that AI will soon eliminate the need for incoming customer ...