It feels like the more technology a company deploys in its call center, the more it results in the worst customer experience possible. What used to be a personal conversation with a specific person is ...

Learn exactly how automatic speech recognition allows call centers to take advantage of voice data and better serve customers. Automatic speech recognition (ASR) technology has gotten a lot better in ...

Working at a call center can be a stressful job. For eight hours (or more!) a day, you talk with customers who have problems—and oftentimes those frustrations boil over. That can take a toll on the ...

AI success depends on whether enterprise data is ready, reachable, and close enough to the workloads that need it. In this eSpeaks episode, Dell Technologies’ Vrashank Jain explains why fragmented ...

Mike Fox, a software developer for Lighthouse Works, is proud of his contribution to developing the EquiVista app, which is poised to help make call center jobs more accessible for the blind and ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.