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 ...

Like most of its peers, top-five mortgage lender Newrez is prioritizing the use of artificial intelligence (AI) to provide call center representatives with real-time information on its policies, ...

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 ...

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 ...