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 ...

Discover the best call center training software this year. Compare features, pricing, pros, and cons to find the best fit for your needs. From internal knowledge to call etiquette and system features ...

eSpeaks host Corey Noles sits down with Qualcomm's Craig Tellalian to explore a workplace computing transformation: the rise of AI-ready PCs. Matt Hillary, VP of Security and CISO at Drata, details ...

Transform your call center QA program from a punitive tool into a strategic asset by implementing coaching methodologies that drive agent development and superior customer experience.

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you ...

Anna Baluch is a freelance writer from Cleveland, Ohio. She enjoys writing about a variety of health and personal finance topics. When she's away from her laptop, she can be found working out, trying ...

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 ...

Forty-one percent of call center agents say that they want AI to tackle complex calls. Yet 40% fear that AI will one day take away their jobs. That’s the finding in a survey released today by AI ...

LONDON--(BUSINESS WIRE)--The call center industry is facing a concentration crisis, with background noise and poor sound quality affecting KPIs, damaging customer relationships, and exacerbating ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...