I cover travel with a focus on safety and sustainability. Is it just me, or do call center agents seem burned out lately? They're sometimes lackluster, dismissive — and even rude, according to ...

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, often from frustrated or distressed customers, while juggling the ...

As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations — but only when it is used correctly.

Moving through all the ranks of the call center industry into becoming CEO is rare. Jim Ryan's story may sound like a ...

Struggling to choose the best call center software for your business? Compare top options to find the solution that fits both your team and budget. There are dozens of call center solutions ...

According to a December 2024 Gartner survey, 85% of customer service leaders plan to explore or pilot customer-facing conversational generative AI solutions in 2025. According to a separate Gartner ...