Mike Clifton, CIO turned CEO of the global customer solutions business, offers advice to CIOs on how to get started with AI.

Based on my hands-on experience working in a call center, I came up with the idea to create a dashboard for monthly reporting ... Sentiment and CSAT analysis, SLA response time, Call reasons and ...

It includes a team inbox with collision detection to prevent duplicate work, SLA management to enforce response times ... Agents get a unified dashboard and real-time analytics on customer ...

And while a B2C sale can take 30 seconds, a typical B2B sale can require legal teams, complicated contracts, and the negotiation of service-level agreements (SLAs ... it’s common for one call to end ...

Opinions expressed are those of the author. The world’s largest call center recently deployed new AI to “neutralize” the accents of their agents. Unsurprisingly, this provoked some outrage.

MANILA, Philippines — The National Technical Support Center (NTSC), dubbed as the “technical call center” of the Commission on Elections (Comelec), will begin its operations on May 2, 10 days before ...

Hawaii County’s new 17,127-square-foot Emergency Call Center in Hilo opened this week, housing dispatch operations for the Police and Fire departments. “After decades of planning, we now have ...

WORCESTER ― Charter Communications will shutter call center operations at its Higgins Street location. The call center employs 174 people at 95 Higgins St., the company said Thursday.

Here’s what business leaders looking to implement GenAI into their contact centers need to know. Helpful human agents listen, understand, propose, and act—but often, these agents are hard to ...

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 ...

The call centers that America’s military veterans rely on to schedule appointments and arrange medical care may no longer have a live voice on the other end of the line because the agents who ...