Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

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 ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Learn how contact center managers can reframe call center QA scorecards as personalized development roadmaps that drive agent skill growth, increase engagement, and build long-term career paths ...

Domestic outsourcer Direct Interactions relies on cloud-based virtual contact center technology to create home-based jobs for those with disabilities and caregivers. Turn on your favorite news program ...

Discover the best call center training software this year. Compare features, pricing, pros, and cons to find the best fit for your needs. From internal knowledge to call etiquette and system features ...

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 ...

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, ...

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.

Add Yahoo as a preferred source to see more of our stories on Google. Startups are marketing AI products with lifelike voices to schedule or cancel medical visits and refill prescriptions. (Elise ...