Calabrio, the workforce and conversation intelligence company, today released findings from its latest The Voice of the Agent Report, revealing an industry in the midst of profound change with a ...

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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

Joel Snyder, Ph.D., is a senior IT consultant with 30 years of practice. An internationally recognized expert in the areas of security, messaging and networks, Dr. Snyder is a popular speaker and ...