AI thrives on data but feeding it the right data is harder than it seems. As enterprises scale their AI initiatives, they face the challenge of managing diverse data pipelines, ensuring proximity to ...

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

Liveops Addresses the Global Empathy Gap with Modern Distributed Customer Service Solutions. San Francisco, CA — The traditional call center procurement model is causing a struc ...

As the world becomes more digitized, businesses need to adapt quickly to meet customer needs in new and innovative ways. The mortgage industry is no exception. With customers demanding quick and ...

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 ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

The essential elements of a call center—a solid back-of-house (BOH) team, competent management and highly skilled call center agents—keep call centers effective and productivity consistent. In my ...

Do you know the most important metrics to measure in a call center? Uncover essential call center statistics for maximizing efficiency, including turnover rates, answer speeds, and customer ...