How Quickly Can Your Call Center Adapt to AI?
By Nicole Limpert Many call centers face a unique set of challenges that make adapting to artificial intelligence (AI)-powered communication tools particularly difficult. These barriers … Read more
Call Center Management Articles
Thinking About Selling Your Answering Service? What Owners Should Know Before Going to Market
By Logan Shooster Selling an answering service is more complex than most business owners expect. Between compliance obligations, 24/7 operations, and high client expectations, this … Read more
Kauneonga Expands Liberty Platform with Voice AI, Mobile App and Migration Tools
Kauneonga is introducing new Liberty Platform capabilities designed to help answering services and call centers manage increasingly complex communication operations with greater clarity, flexibility, and … Read more
Reducing Customer Churn
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
Replacing Outdated Call Center Scripting Processes
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
What Is Artificial Intelligence’s Place in Your Call Center?
Make an Informed Decision about Implementing AI By Peter Lyle DeHaan, PhD You may be tired of hearing about artificial intelligence (AI). You probably also … Read more
Contact Center Software Boosts Agent Productivity
No matter what you’re selling or where you’re located, the same issues tend to arise when it comes to providing excellent customer service. Perhaps your … Read more
How Will Fraudsters Adapt to Robocall Legislation?
By Robert McKay Officially enacted by the FCC on July 1, the STIR/SHAKEN (Secure Telephone Identity Revisited /Signature-based Handling of Asserted Information Using toKENs) framework … Read more
Call Center Innovation Provides Fresh Opportunities
Develop a mindset of ongoing change to produce meaningful results By Peter Lyle DeHaan, Ph.D. Most call center owners and managers want to see innovation … Read more
Top 5 Competencies for Outsource Call Center Agents
By JoAnna Montgomery It may not be possible to find the absolute perfect call center agents on a reasonable budget, but you can find highly … Read more