Discover how contact center managers can use gamification strategies - from points and leaderboards to badges and team challenges - to boost agent engagement in training, accelerate skill adoption, ...

Learn how contact center managers can reframe call center QA scorecards as personalized development roadmaps that drive agent skill growth, increase engagement, and build long-term career paths ...

The proposed rule would require affected companies to disclose a customer service agent’s location and limit call volume from overseas contact centers, among other changes.

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the trust. The problem for your contact center agents isn't artificial ...

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

Missed opportunities multiply. Traditional analytics miss over 95% of interactions, which leaves major gaps in agent performance and CX understanding. AI fills the gaps. AI can analyze every ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

How to Use Call Center Outsourcing and Protect Your Brand Your email has been sent When done right, the only thing customers notice about call center outsourcing is faster service. Discover how to do ...

GURGAON, India — For three years, Kartikeya Kumar hesitated before picking up the phone, anticipating another difficult conversation with another frustrated customer. The call center agent, now 29, ...