Call center quality monitoring elevates the customer experience. Discover when to use real-time vs post-call methods for top-notch service.

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience.

In a traditional call center, agents are physically present and can be ensured to be available to take calls; in a remote environment, agents may be distracted by household interruptions (e.g., a ...

Call center workers say they are closely monitored by an AI tool that tracks their performance and an automated system that grants them just under six minutes to leave their post and use the bathroom.

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.