Call center quality monitoring elevates the customer experience. Discover when to use real-time vs post-call methods for top-notch service. Consistent, high-quality customer service is a key element ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

In today’s world of customer service, the use of digital messaging channels is steadily rising, so it’s easy to overlook how central voice and telephony are for connecting brands to their customers.

Discover proven strategies for managing remote call center agents, including how call center QA provides the performance ...

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

The world’s largest call center recently deployed new AI to “neutralize” the accents of their agents. Unsurprisingly, this provoked some outrage. Meanwhile others welcomed the prospect of clearer ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...