Startel: Pioneering Contact Center Solutions for Over Four Decades
By Matt Brogan In the 1980s, digital switches and direct dialing provided new opportunities in the telephone industry, turning local exchanges into national or even … Read more
Articles
Are You Ready for AI and LLMs in Your Contact Center?
By Nicole Limpert Artificial Intelligence (AI) and Large Language Models (LLMs) are already being used by all types of businesses. Research indicates that 77 percent … Read more
Built on Innovation, Backed by Tradition
Amtelco is a family-owned software company devoted to providing immediate and accurate communications that are built on innovation and backed by tradition. Amtelco’s mission is … Read more
Exploring Virtual Call Centers
Consider the Pros and Cons By Peter Lyle DeHaan, PhD Call centers were once centralized operations that functioned at a singular facility. Yet, thanks to … Read more
5 Tips to Create a Positive Call Center Work Environment
Care for Your Staff and They’re More Likely to Care for You and Your Callers By Peter Lyle DeHaan, PhD Staffing a call center is … Read more
5 Tips for Agent Customer Service Success
Master the Art of Effective Call Center Communication By Peter Lyle DeHaan, PhD Some people think working in a call center is easy because they … Read more
AI IS READY FOR YOUR CONTACT CENTER
By Donna Fluss 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into … Read more
Striking the Right Chord: Balancing Automation and Human Touch in Call Centers
By Genevieve Carrenard In the ever-evolving world of customer service, call centers are at a crossroads. Technological advancements have ushered in an era of automation, … Read more
Navigating Cybersecurity Challenges in Answering Services
By Justin Massey Artificial intelligence and the rising significance of cybersecurity present an evolving landscape. To ensure the future success of their business, answering services … Read more
Reducing Work Friction Helps Retail Call Center Agents Hate the Holidays Less
By Christophe Martel Today’s retail call centers face a chronic problem: crushing call volumes for most of the calendar year, followed by a holiday spike … Read more