Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

Are your CSRs truly helping customers, or are they spending half the day handling calls that should never reach them?

Office Depot is in the process of shutting down nearly all its internally operated call centers and shifting the load to outsourcers – in particular, outsourcers who use home-based agents. The office ...

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Will AI make call center jobs obsolete? The question has sparked a strong debate amongst industry leaders. One of the foremost predictions is that AI will soon eliminate the need for incoming customer ...