For businesses that prioritize their customers, the emergence of AI-powered agent help software is becoming indispensable.

With AI dominating headlines, it’s easy for any business decision-maker to get wrapped up in how to fast-track their teams and innovations with the emerging tech. This rings true for the contact ...

Artificial intelligence is transforming call centers by streamlining tasks and improving customer service. Still, there is a ...

Transforms the Contact Center Agent Experience with Powerful Contact Queuing and Handling Features that Enhance Productivity and Personalize Both Agent and Customer Engagement CAMPBELL, ...

In my previous post, "Is It Time To Disrupt Your Call Center?," I described an all-too-common experience of calling a major credit card issuer for help, focusing on the impacts on the customer ...

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Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ...

Agent turnover is an inherent problem for contact centers and replacing agents is a major cost consideration. Recruiting and training costs can significantly impact a company’s bottom-line profit ...

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers Automated ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The longstanding key to success in the contact center has been to focus on the customer ...

Contact center work is stressful in all industries. In the insurance industry, it can be downright exhausting. Instead of taking calls about return policies or clearance sales, contact center agents ...

Contact center agents are problem solvers. And solving problems all day is no easy gig. It can be hard to maintain a positive attitude; as a result, turnover is a major issue. But contact center ...