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 ...

Effective call center workforce management delivers cost savings while improving agent and customer experiences. Providing ...

is the backbone of efficient call center operations, ensuring that incoming calls are routed to the most suitable agent or department based on predefined rules and algorithms. By streamlining call ...