In my previous post, "Is It Time To Disrupt Your Call Center ... questions to further investigate the issue. Leveraging natural language processing and AI, the tools could also coach the agent ...

LONDON--(BUSINESS WIRE)--The call center ... of the survey are now available in the company’s research paper, The role of audio in an increasingly digital world. Whether agents are working ...

Provides instantaneous solutions to customer problems and questions. KM has evolved into a powerful solution that helps call center agents answer any question, at any time, on any device.

Fraudsters are increasingly targeting agent-led ... Authentication Survey is the continuation of Neustar’s research into the risks facing inbound call centers and how call center leaders plan ...

Forty-one percent of call center agents say that they want AI to tackle complex calls. Yet 40% fear that AI will one day take away their jobs. That’s the finding in a survey released today by AI ...

However, call centers themselves face high rates of turnover, and it’s difficult and costly to train new agents. A survey of hundreds of contact center agents revealed that more than one-third ...

questions, general comment, etc.). Small brands, on the other hand, might have a single-department call center with a handful of dedicated customer service agents. The inbound call center ...