The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

Pitch Perfect Solutions is about to hire its 1,000th employee. What makes this milestone interesting is how the company reached it without having an office. Boris Shvarts founded Pitch Perfect ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

Call centers play a central role in the growth of many companies in both the B2B and B2C sectors. But is your call center delivering the results you need? From convincing sales leads to make a ...

Call center software has become increasingly sophisticated with AI-powered features and advanced integrations, so it pays to do your research before investing in a call center platform. Why outsource ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

In the middle of March, the city of Buffalo, N.Y., faced a dilemma as it began transitioning all of its city hall employees to remote positions: How would it maintain its 311 call center during an ...

Despite the many challenges they face, millions of essential workers — including call center agents — continue to perform their jobs during the Covid-19 pandemic. Often working alone from home, call ...

AI in call centers isn't just the future — it's now. Learn how it's shaping customer interactions with predictive and conversational tech. AI call center technology is rapidly transforming how ...