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 ...

Empower your frontline team by mastering the top 5 essential skills and learn how strategic leadership uses Call Center QA to ...

Microsoft on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Just last month, Cisco marked the 25th anniversary of its instantly recognizable IP phones, which have been an office staple since the 2000s. Today, the way that businesses and customers interact ...

Outsourcing call center operations has become a common practice for businesses looking to improve efficiency and reduce costs. However, maintaining high-quality customer service in outsourced call ...

Startups are marketing AI products with lifelike voices to schedule or cancel medical visits and refill prescriptions. (Elise Amendola / Associated Press) At one call center in the Philippines, ...

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Adopting Artificial Intelligence Call Center tools addresses major service challenges. Metrigy estimates AI will handle 65.7% of customer inquiries by 2025, and centers without AI will need 2.3x more ...

At one call center in the Philippines, workers help Americans with diabetes or neurological conditions troubleshoot devices that monitor their health. Sometimes they get pressing calls: elderly ...