CloudTalk’s AI call center software has specialized features for call monitoring, enabling supervisors to oversee agent performance and give timely support. These features include Call Barging ...

As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations — but only when it is used correctly.

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals ...

This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, precautions and methods to measure call center performance.

At Becker's 12th Annual CEO + CFO Roundtable, Tessya Federico, director of healthcare partnerships at EliseAI, discussed the transformative potential of conversational AI for healthcare call centers.

Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...

Tomato.ai, a startup co-founded by CEO Ofer Ronen and CTO James Fan, has unveiled a zero-shot machine learning model designed to soften accents in real-time for call center agents.The company ...

Performance and integrity are keys to successful call-center operation. To ensure operation with a predicted amount of traffic, calculations and tests should be conducted based on the Erlang B and ...

In today’s competitive business landscape, small and medium-sized enterprises (SMEs) in the United States are constantly seeking ways to improve efficiency, cut costs, and enhance customer ...

1. Average call center turnover rate: 30-45%. This is the rate at which call center employees leave their jobs over a period of time. According to Nextiva, the average turnover rate is 30-45% per ...