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 ...

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 ...

Have you ever found yourself repeating the words "speak to a human please" while on the phone with customer service? If so, you're among the roughly 70% of Americans who find interacting with ...

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 ...