From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes.

Let’s talk about people, and how GenAI can make their lives easier. Contact center agents are expected to stay on top of vast amounts of information, policies and key performance indicators (KPIs).

Outbound call centers have always played a big role in reaching new customers. These centers are used to contact leads, ...

Despite promising to save time and help agents complete post-call documentation more efficiently, in practice, the drafts often needed heavy editing.

Call center satisfaction rose 2 points to 81 between 2023 and 2024, according to a February 2024 study by the American Customer Satisfaction Index. ACSI measures consumer sentiments on a 100-point ...

Call centers “can’t keep people, because it’s just a really, really challenging job,” said Adnan Iqbal, co-founder and CEO of Luma Health, ...

Teleperformance SE, the world's largest call center operator, is implementing an artificial intelligence system designed to soften the accents of English-speaking Indian workers in real-time.