If you have ever spoken with a call center agent, you may have noticed that behind that calm and professional voice, there can sometimes be
You may have experienced situations where you contact the customer support team of a large company and discover that the agent answering your call is
Real-Time Performance Management in Call Centers: Why Does Real-Time Decision-Making Matter? In a call center, planning is usually completed before operations begin. Call volume is
In a call center, not all agents have the ability to handle every type of customer request. Some agents have greater expertise in technical issues,
When we think about the job of a call center agent, our first assumption may be that the role requires little more than “patience” and
In Part 1 of this series about intelligent call center, we examined the transformation of call centers from traditional customer support units into digital infrastructures
Modern Call Center Technologies: From Traditional Support to the Intelligent Call Center – Part 1 In recent years, call centers have evolved from being purely
How Does a Call Center Help Improve Customer Experience? Today, Customer Experience (CX) has become one of the key factors in customer satisfaction, loyalty, and
Artificial intelligence is transforming the way Future of Call Centers operate. In the past, most call center activities were performed by human agents. Today, however,
The terms Call Center and Contact Center are sometimes used interchangeably in organizations. However, there are significant conceptual and operational differences between them. Both structures
