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.

In the age of digital communication and customer-centric services, call centers have become essential hubs for businesses to ...

Many artificial intelligence experts and prognosticators agree that one of the biggest trends in the space this year is AI ...

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 ...

After Trump takes office, calls seeking help from immigration advocates surge, but others call their efforts “terrible.” ...

Renz Miguel Marquez, a 29-year-old call center trainer in Makati City in the Philippines, uses AI tools to streamline his workflow. The call center where he works caters to broadband service ...

Glia, the leader in customer interaction technology for high-trust sectors, today announced the findings of a new industry ...

Marquez says his call center introduced an “agent assist” about two years ago that listens to the conversation and helps agents collate information that could be useful to help resolve issues.

The Department of Tourism (DOT) has introduced Korean-speaking agents to provide support to Korean travelers. The service, ...