In recent years, organizations have looked to many sources for new efficiencies: cutting-edge technologies, offshore outsourcing, countless variations of metrics and scorecards and ever-expanding self ...

Artificial intelligence-powered call center services startup Level AI today announced that it has raised $39.4 million in new funding to scale its product offering and increase its headcount. Founded ...

The contact center is central to digital transformation, but to determine its effectiveness, business leaders must measure several key performance indicators (KPIs). However, one of the problems is ...

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 ...

Forbes contributors publish independent expert analyses and insights. 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, ...

Contact center automation is transforming how businesses manage customer interactions by optimizing repetitive tasks, improving agent efficiency and enhancing customer experiences. From intelligent ...