I’ve worked with hospitals to improve patient satisfaction rates for years and we’ve seen that the first stop in the patient’s journey – the call center – can set the tone for the rest of the ...

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

Learn how contact center managers can reframe call center QA scorecards as personalized development roadmaps that drive agent skill growth, increase engagement, and build long-term career paths ...

Survey: Two-thirds say lousy call-center experience can drive them away, 06/12/07: An unsatisfactory call-center experience will prompt roughly two-thirds of customers to either abandon or consider ...

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 ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

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 ...

Missed opportunities multiply. Traditional analytics miss over 95% of interactions, which leaves major gaps in agent performance and CX understanding. AI fills the gaps. AI can analyze every ...

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 ...

Twice in the past month, I have seen the word “bigotry” used in relation to customer backlash to offshore call center outsourcing. The first was in CFO.com’s article “Customer Disservice?” The article ...