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 ...

Agent Assist, developed with Google Cloud, summarizes conversations between workers and beneficiaries while highlighting relevant information, like enrollees’ benefit and eligibility details.

Cloud-based call center software costs $20-$200+ per user monthly. Key features include call blending, CRM integration, IVR ...

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 ...

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 ...

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 ...

A few weeks ago, a Filipino BPO worker sparked a heated discussion on Reddit with a chilling prediction: “I keep saying this… AI will replace the BPO industry.” For many in the sector, this isn’t just ...

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 ...

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 ...