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 ...

Intelligent call routing automatically prioritizes high-value or time-sensitive interactions based on business rules or ...

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 ...

Learn exactly how automatic speech recognition allows call centers to take advantage of voice data and better serve customers. Automatic speech recognition (ASR) technology has gotten a lot better in ...

When customers call a contact center, the last thing they expect is to be delighted. They brace themselves for complicated and annoying IVRs, multiple conversations with multiple agents and lengthy ...

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 ...

AI is now being used in Volusia County’s 911 call center to handle non-emergencies. The technology is paid for by the sheriff ...

Although consumers are sharing insights and asking questions via email and social networks, the call center remains the hub of all retail service, according to research from American Express. The ...

Dubuque celebrated the opening of its new 911 Emergency Communications Center Thursday, marking the completion of a project ...

Call center leaders caught up with CMSWire and shared their focus areas for improvement in agent experience and business outcomes. Call center leaders are charged with managing growing call volume and ...

We're pleased to be part of the planning for Call Center Demo in Dallas, coming up next month. And as observers of the call center industry for many years now, we figure it's our duty and privilege to ...