Consider How Artificial Intelligence Can Help Us in the Call Center
We Should Embrace AI as a Useful Toolset and Not Fear It. By Peter Lyle DeHaan, Ph.D. Artificial intelligence (AI) is not a fad that … Read more
We Should Embrace AI as a Useful Toolset and Not Fear It. By Peter Lyle DeHaan, Ph.D. Artificial intelligence (AI) is not a fad that … Read more
A Guest Editorial By Vince Vitale Did you ever think about the implications if “goldenrod” hadn’t been programming binary load lifters and didn’t know a … Read more
By Justin Massey Is your call center vulnerable to an SMS-pumping attack? What is an SMS-pumping attack? This attack gained media attention recently when Elon … Read more
AnswerNet, a full-service provider of inbound, outbound, automated, and BPO contact center services, marks its twenty-fifth anniversary in business. The company rolled out a new … Read more
The July 2023 Issue of Connections Magazine, covering call centers and the teleservice industry Feature Content: Knowledge Management Will Enhance CX, by Donna FlussToday’s knowledge … Read more
Incorporate Best Practices into Your Customer Survey Process By Peter Lyle DeHaan, Ph.D. Do you survey your customers or clients? Should you do customer surveys? … Read more
Startel Contact Center Solutions, that “bring happiness to your customers,” has been a leader in the ever-changing contact center and answering service landscape. Since 1980, … Read more
By Kevin Beale One of the biggest challenges we face in the call center industry is hiring, training, evaluating, and retaining agents. When a call … Read more
By Rei Kasai Modern customer service that drives exceptional outcomes is critical to any business’s longevity and long-term success. In fact, 49 percent of consumers … Read more
Automated Call Scoring, Quality Assurance, Detailed Analytics The new secure, cloud-based Active Insights platform provides access to call, message, and speech analytics. Call centers can … Read more