It feels like the more technology a company deploys in its call center, the more it results in the worst customer experience possible. What used to be a personal conversation with a specific person is ...

Working at a call center can be a stressful job. For eight hours (or more!) a day, you talk with customers who have problems—and oftentimes those frustrations boil over. That can take a toll on the ...

MISSISSAUGA Ontario Cara Operations Ltd., based here, Canada's largest full-service restaurant operator with multiple brands, will use Exit 41 Inc.'s Order Perfect 2.0 technology for call center ...

Japanese telecommunications giant SoftBank recently announced that it has been developing “emotion-canceling” technology powered by AI that will alter the voices of angry customers to sound calmer ...

Learn about the state of contact center technology and the latest software improvements giving call centers like yours a fresh advantage. Busy contact centers handle millions of conversations across ...

Emergency-response centers are using AI to improve and streamline services like live translation. Better tech could help workers prioritize calls, avoid logistical issues, and catch crucial details.

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

Mike Fox, a software developer for Lighthouse Works, is proud of his contribution to developing the EquiVista app, which is poised to help make call center jobs more accessible for the blind and ...

Learn how to set up a virtual call center without wasting time, money, or resources on things that don't matter. When is the extra efficiency of a predictive dialer vs power dialer worth it? Learn ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

Today’s call centers offer businesses a wealth of valuable features to help answer customers’ calls faster and provide efficient customer service. They route incoming callers to the right person ...