It's often easier to explain what a call center does than to try to define it. Sometimes it's good to return to first principles to remind ourselves that we're all part of the same team. I know, this ...

5 Chatbot Call Center Examples +3 Times You Need a Human Your email has been sent A balanced chatbot call center strategy can drive efficiency and brand loyalty but overdoing it can backfire. See ...

Even without formal customer service experience, you can show you care about people. This means demonstrating that you’re ...

While call centers are critical to consumer businesses, many organizations still perceive them as cost centers. They have to dedicate a part of their call center budget toward non-revenue-generating ...

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Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna and two ...

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 ...

Struggling to choose the best call center software for your business? Compare top options to find the solution that fits both your team and budget. There are dozens of call center solutions available ...

Artificial intelligence products with lifelike voices are being marketed to schedule or cancel medical visits, refill prescriptions, and help triage patients. Soon, many patients might initiate ...

Should you outsource your call center to an offshore call center? Examining some strengths and challenges of implementing an offshore call center. Should you outsource your call center and implement ...

At one call center in the Philippines, workers help Americans with diabetes or neurological conditions troubleshoot devices that monitor their health. Sometimes they get pressing calls: elderly ...