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 well as new voice and visual trends. One of the biggest changes is that call centers are moving away from...
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 channels. Whether bank or business, call centers need to make sure they’re providing an innovative, robust experience for the customer...
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 better service a customer base that wants more personalization in their relationships with businesses and merchants, more call centers are...
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 a call center needs an efficient way to respond to this high volume of customer inquiries. To maximize call centers’...
May 15, 2019
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 a call center needs an efficient way to respond to this high volume of customer inquiries. To maximize call centers’ capabilities and efficiency, operators are turning to a host of […]
May 14, 2018
Call centers are where customers turn when they can’t find answers online or need support to work through complex matters. But call centers could benefit from support of their own,...
January 16, 2018
The Google generation is changing industries from retail to call centers — and everything in between. Thanks to the internet, DIY solutions to problems big and small are often just...
