Banks are turning to tools like voiceprint tech and fingerprint verification to deliver a personalized, yet secure, experience for customers who use their call centers,...
The latest Call Center Commerce Tracker looks at how call centers are using artificial intelligence (AI) and biometrics to keep customers satisfied and safe, as...
Artificial intelligence (AI) remains one of the most interesting technologies to call centers that are looking to better support and engage customers across their many...
Consumers today want more from customer service than a long wait time and broad answers when getting through to a human agent by phone. To...
Call centers are experiencing increasingly greater volumes, with more than 55 billion agent-assisted calls being handled each year in the U.S. alone. Any business with...
Millennials have long borne the blame for a variety of problems in commerce, including the decline in popularity of diamonds and certain fast casual restaurants....
When it comes to interacting with call centers, consumers have become increasingly comfortable with automation. In fact, customers are starting to chafe at traditional authentication...