The fast pace of contact centers keeps everyone on their toes, but the managers and supervisors ensure daily operations run ...

As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations ...

In the age of digital communication and customer-centric services, call centers have become essential hubs for businesses to ...

Outsourcing call center operations has become a common practice for businesses looking to improve efficiency and reduce costs. However, maintaining high-quality customer service in outsourced call ...

I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, often from frustrated or distressed customers, while juggling the ...

Citations: Bassamboo, Achal, Assaf Zeevi. 2009. On a Data-Driven Method for Staffing Large Call Centers. Operations Research. (3)714-726.