Amtelco, a trusted leader in the Call Center and Healthcare Critical Communications industries, has been awarded a Top Workplaces 2026 honor by Wisconsin State Journal … Read more
By Nicole Limpert How did we go from “old-school” phones to the apps and digital systems we use today, and what will communication be like … Read more
Agency, autonomy, and the orchestration of intelligent enterprise systems By Donna Fluss Agentic AI has many definitions, and how it is understood and explained varies … Read more
By Martha Hagemann Working in a call center is both rewarding and demanding. Agents face long hours, constant customer interactions, and the pressure of meeting … Read more
Key Strategies for Retaining Business and Preventing Defections By Peter Lyle DeHaan, PhD Businesses focus on sales and marketing efforts to grow their operations and … Read more
American Communications Center Inc. By Laura LaLuzerne ACC Communications Center Inc. (ACC) offers customized virtual receptionist solutions for all types of businesses, both large and … Read more
By Lance Brandon AI-powered answering services are quickly becoming the frontline for modern businesses. Instead of missed calls, clunky phone trees, or expensive live coverage, … Read more
By Nicole Limpert Call Center Stress Syndrome (CCSS) is a form of burnout that is highly prevalent among call center agents, mainly due to the … Read more
By Donna Fluss The conversational artificial intelligence (CAI) self-service and agent augmentation sector is experiencing brisk growth due to the convergence of rapidly improving technology … Read more
By Nicole Limpert Call centers have traditionally used printed scripts in binders as a way to standardize and guide agent-caller interactions. Paper-based systems are prone … Read more