Maximizing agent productivity and managing agent availability can be a challenge with Work-At-Home Agents (WAHA). Is the work-at-home agent dispostioning the call correctly? How do they absorb best ...

Discover proven strategies for managing remote call center agents, including how call center QA provides the performance ...

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 ...

Customer service agents are on the front lines for their brands — dealing with complaints, solving complex problems and managing emotionally charged conversations, often with limited tools and rising ...

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 ...

Gartner says using AI to fix customer gripes could cost more than using humans by 2030 ai-pocalypse AI will not replace the people in the call center, but it will rejigger the software stack to make ...

Amazon Web Services Inc. today announced a new feature for Connect Contact Lens, the company’s artificial intelligence tools for call center work, aimed at assisting workers with after-call work.

911 centers are commonly understaffed, making the job more stressful for those doing it and making life more dangerous for those who need immediate attention. In San Francisco, for instance, the ...

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 ...

If C-level leaders of a company were asked what is the key performance indicator (KPI) for determining if the call center is operating effectively and efficiently, most will say service level, some ...