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 ...

Contact center AI can cut costs and handle more volume, but rushed deployments risk frustrating customers, masking poor ...

From insurers relying on call centers as a key element of the customer claim process to agents and brokers providing benefit administration centers, insurance industry companies have a major stake in ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

Calvin Hennick is a freelance journalist who specializes in business and technology writing. He is a contributor to the CDW family of technology magazines. When Orlando Magic fans come to their first ...

As automation absorbs routine tasks, banking agents are left handling far more complex, high-stress customer interactions than ever.

Enterprise BPO provider recognized for proprietary OMNI-SYNC AI intelligence platform and featured as the sole organization in CIOReview’s ...

The potential for AI to transform the contact center has long been evident. And, with each evolutionary milestone, the AI effect is becoming more real. Automation across the customer service spectrum ...