Discover how contact center managers can use gamification strategies - from points and leaderboards to badges and team challenges - to boost agent engagement in training, accelerate skill adoption, ...

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, ...

Parloa’s innovative AI Agent Management Platform (AMP) ushers in a new era of contact center automation with generative AI-powered agents that excel on the phone AMP empowers call center managers and ...

5 Things Call Center AI Can Do Today and What’s on the Way Your email has been sent Call center artificial intelligence is already helping contact and call centers in a wide range of areas, from agent ...

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 ...

How often do you call a customer service hotline and feel like the agent on the other end is on a completely different planet? Maybe they were robotically reading from a script or seemed more annoyed ...

7 Causes of Call Center Burnout Any Employer Can Address Your email has been sent Call center burnout is a real phenomenon that affects your most dedicated employees. The harder someone is willing to ...

Discover proven strategies for managing remote call center agents, including how call center QA provides the performance visibility and coaching foundation that distributed teams need to stay engaged ...

Today, Amtelco announced the release of Ellie™ an intelligent virtual agent (IVA) platform capable of handling caller interactions with an automated, artificial intelligence (AI)-based agent that ...

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 ...