What are the differences between a call center and a contact center and why does it matter for customer experience programs? Call centers and contact centers can serve as the front lines of your ...

Optimize omnichannel opportunities. Provide clear AI-powered channels for customer communications that deliver personalized experiences. Enhance customer data analytics. Simplify and refine data ...

A call center is a specialized facility that is used by organizations to handle customer interactions. All incoming and outgoing calls to customer support, telemarketing, and sales services are ...

Excellent customer service is vital to the long-term success of any business. Yet, millions of people around the world are frustrated daily as call center agents keep customers on hold for long ...

While call centers are critical to consumer businesses, many organizations still perceive them as cost centers. They have to dedicate a part of their call center budget toward non-revenue-generating ...

Nowadays, everyone’s having a hard time predicting where the economy’s headed. Headlines tell us there’s a red-hot job market and that unemployment is at an all-time low. At the same time, inflation ...

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Thanks to a trio of pandemic-era shake-ups -- job vacancies, work-from-home, and chattier callers -- customer-service wait times are soaring in the US. The average length of a service call rose by ...

CVS Pharmacy is going to use AI to answer customers' questions on the phone before taking you to a live agent, CVS Health CTO Tilak Mandadi told WSJ.