Call center quality monitoring elevates the customer experience. Discover when to use real-time vs post-call methods for top-notch service.

Across the entire industry, call centers replace 26 percent of their front-line agents annually, according to Response Design Corporation in 2009. This means that at a company with 1,000, for ...

The latest foray in improving and personalizing the call center experience is called RAMP (Real-Time Analytics Matching Platform), which uses advanced analytics to match a caller with the best ...

In 2021, Narayana, who previously co-founded call center startup Observe.ai, joined Sanas, and the company secured its first tranche of funding.

At the crux of this evolving market is XSELL Technologies, a Chicago-based startup that provides real-time, AI-powered, digital coaching for call center agents via their HIPER agent experience ...

Contact center intelligence platform provider Z21 Labs Inc., better known as Observe.AI, today announced a new Real-Time AI product suite that will provide call center agents with live, in-the ...

1. Not enough employee training Lack of training is the real root cause of so many other stressors because it sets agents up for failure. When agents aren’t prepared to handle customer issues ...

Managing a changing workforce and navigating the turbulent job market are persistent challenges for call center operators. To thrive, many are looking for new tech tools that will lower costs and ...

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.

Call center analytics provide insights not just into what is happening in the call center but also what you can expect to happen next. Let’s look at the most important call center analytics that ...

Considering that over 70% of a call center's annual expense goes towards labor costs while less than 5% is spent on real estate, the answer is clear – relocate call centers to locations with less ...

As useful as your knowledge base can be, you need to understand that there might be times when customers will still have to contact the service desk at your workplace to get help. With that in mind, ...