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.

The evidence in the case included a number of transcripts of conversations between Virgin customers and agents ...

Learn how to navigate customer service interactions with ease, using proven techniques that foster positive outcomes and build strong relationships.

AI agents combine AI, software, tools, and data to automate tasks and deliver personalised outcomes. They are set to replace ...

The San Diego Padres visited an orphanage in Mexico. ‘It's really sad to see their faces with no hope,’ said Juan, age 9.” In ...

The treatment of this seems to also hinge on who is the agent and priniciple in the scenario. Whilst it's clear when the "Company" is collecting monies that they are the Principle, it is difficult to ...

Operator, the new AI that can reach into the real world, wants to act like your personal intern. Here’s what it’s good at, ...

Allianz's Enterprise Knowledge Assistant (EKA) uses AI to transform data retrieval, empowering call center agents with instant, precise information.

"Our AI can lower call handling time by 15% and improve outcomes for customer support agents by 40%,"Gopalan shared.