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 ...

The post Call Center Employee Gets Great Feedback For Sounding Natural, But Then A New Supervisor Tells Her To “Stick To The ...

I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned ...

Nothing gets rid of a bad rule faster than following it exactly. What would you do if your new supervisor said you’d be written up for deviating even slightly from the call center script? Would you ...

5 Things Call Center AI Can Do Today and What’s on the Way Your email has been sent Call center artificial intelligence is already helping contact and call centers in a wide range of areas, from agent ...