New report uncovers key script adherence insights, makes case for an anti-script approach for better call outcomes. ST. LOUIS, June 28, 2022 /PRNewswire/ -- Balto's Conversation Excellence Lab has ...

How often do you call a customer service hotline and feel like the agent on the other end is on a completely different planet? Maybe they were robotically reading from a script or seemed more annoyed ...

Proven tools matter. Contact center technology succeeds when it improves FCR, AHT or CSAT, not when it simply adds more features. Agent support wins. AI and automation deliver when they amplify agents ...

Google is extending its Contact Center AI (CCAI) service to allow enterprises to integrate their contact center data with their CRM (customer relationship management) applications in order to optimize ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Discover how AI voice analytics enhances contact center efficiency. Explore use cases across various industries and understand how they can benefit your team. Gone are the days when contact center ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

The longstanding key to success in the contact center has been to focus on the customer experience almost exclusively. It makes sense, right? Your customers bring in the revenue; therefore, you should ...

& Wayne Rash Wayne Rash's IT Watch Column: www.pcmag.com/it-watch Wayne Rash is a freelance writer and frequent r Organizations that operate distributed call centers ...