Discover how contact center managers can use gamification strategies - from points and leaderboards to badges and team challenges - to boost agent engagement in training, accelerate skill adoption, ...

Rachel Papka explains why healthcare contact centers shape patient anxiety, access and trust long before a clinician enters ...

The embedded training and coaching AI strengthen human-led delivery, especially for complex customer, member and ...

My parents are in their 80s, and every time I visit them, I’m reminded of something profound: health is their top priority, and nothing compares. As we age, our values often shift, and for many senior ...

As generative AI becomes more firmly entangled with each step in the customer journey, and we get more data on how customers feel about that, a new theme has emerged among vendors and analysts: the ...

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 ...

The challenge now is to identify use cases where agentic systems can produce measurable improvements in productivity, quality, and customer experience.

Virtual agents now handle a large portion of routine queries, allowing human agents to focus on complex problems that require empathy and judgment. AI contact center companies are investing heavily in ...

Designed for patient access directors and call center managers, the scorecard addresses a persistent measurement gap in healthcare contact center operations: the disconnect between speed-based metrics ...

GURGAON, India — For three years, Kartikeya Kumar hesitated before picking up the phone, anticipating another difficult conversation with another frustrated customer. The call center agent, now 29, ...