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 ...

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 ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

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 ...

Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a number of fields of the business world with what it calls Copilot technology, which is capable of summarizing emails ...

When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.

The day the Oklahoma Tax Commission (OTC) launched its new cloud-based call center, its Taxpayer Resource Center processed 105 more calls than usual and reduced its time to write call summaries. The ...