Tag: call center

February 5, 2024

Predicting the future may seem like a fool’s errand to some, but modeling the year ahead is part of planning that every global company has to do. It’s not about being Nostradamus; it’s about being prepared. As the head of […]

January 8, 2024

For years, contact center, and then CCaaS, vendors have shouted the message loud and clear, “voice is not dead.” Even in the past three years, this site has run articles from practitioners who say that voice is still the preferred […]

November 22, 2023

Suppose we had a call center that nobody called? For well over a decade, companies have been trying to make that happen, first with those annoying “listen to the following menu because the options have changed” prompts, and then moving […]

September 25, 2023

In the latest of our ongoing Telco AI Deep Dive series, Capgemini Americas Principal and NA Lead, AI & Analytics, Ajay Mohan draws on the firm’s own research around generative artificial intelligence (gen AI) to give a snapshot of the […]

August 24, 2023

Twilio’s SIGNAL customer and developer conference was held online on August 23, 2023. In the virtual session, “How JetBlue Travel Products modernized and took control of their customer experience by using Twilio,” Vitaliy Faida, Associate Head of Cloud Engineering, JetBlue […]

June 27, 2022

The contact center AI platform Balto recently published Contact Center Attrition: What Agents Want in 2022, a report that surveyed over 2,000 contact center employees to learn what they need to feel fulfilled and successful in their roles. Out of […]

January 27, 2022

Contact centers aren’t new, but the pandemic and modern contact center as a service (CCaaS) providers are redefining them. It’s a highly innovative sector, and organizations of all sizes have benefited from new features and capabilities they didn’t know they […]

August 25, 2021

Subspace began in 2018 with one simple goal: to provide an Internet optimized for voice, video, and other real-time applications used by call centers. Today, 44% of workers across all industries work remotely, compared to only 17% before COVID-19. At […]

June 1, 2021

Here are a few truths to consider about the role of a call center agent: It’s a thankless, often entry-level, and micro-managed position, characterized by high turnover and burnout. Rather than being seen as an extension of marketing or sales, […]

July 17, 2020

PHOENIX, AZ – July 16, 2020 – Crexendo, Inc. (NASDAQ:CXDO), an award-winning premier provider of cloud communications, UCaaS (Unified Communications as a Service), call center, collaboration services, and other cloud business services that are designed to provide enterprise-class cloud services […]

July 16, 2020

As far as call center work is considered, stability plays a very important role. If you partner with several call center outsourcing vendors, you would compromise the integrity of the whole process as every vendor will operate differently. On the […]

June 25, 2020

Being professional for a call center agent is extremely important. There is nothing like a disciplined and polite agent. Talent takes a backseat when one talks about call center support services especially inbound call centers. It is the ability of […]

March 28, 2019

Buzzword or not, artificial intelligence (AI) is shaping up to make a difference in the business communications space. With many solutions already available, the benefits are becoming more and more clear: efficient customer service, higher-quality collaboration, well-organized meetings, and more. […]

May 10, 2017

Artificial intelligence (AI) is clearly going to play a role in communications and collaboration in the coming years. Most of the heavyweights in the tech industry are touting their AI capabilities, from the best-known example — IBM’s Watson — to […]

May 1, 2017

Since the launch of SICURA QuickStart, users have shared multiple ways they are using Albert (the bot created from existing documents). One use case that adds significant value to businesses is leveraging Albert in the Call Center. Recently, a globally […]