As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations — but only when it is used correctly.

Effective call center workforce management delivers cost savings while improving agent and customer experiences. Providing ...

Call centers and contact centers fall under this ... and skills based routing. Adobe Experience Manager (AEM) is the foundation of the Adobe Experience Management solution. AEM is a platform ...

All of the call center platforms on this list include call ... You don’t have to integrate separate tools for analytics or workforce management, plus its entry-level plan supports voice and ...

This as-told-to essay is based on a conversation with Lizelle Strydom Pottier, a 37-year-old managing director in ... mom saw a job advertisement for a call center in Durban.