Customer service agents are on the front lines for their brands — dealing with complaints, solving complex problems and managing emotionally charged conversations, often with limited tools and rising ...

The company launched the Agent Operations Center on Dec. 9, positioning it as the first unified command hub for managing both ...

FORT LAUDERDALE, Fla., Oct. 23, 2024 /PRNewswire/ -- Today at WebexOne, Cisco (NASDAQ: CSCO) unveiled new AI-powered innovations, including the Webex AI Agent, AI Agent Studio and Cisco AI Assistant ...

Businesses can now oversee and guide every customer interaction in real time, creating a new role in the customer experience center: the AI Supervisor.

AI and automation are transforming contact center solutions, making customer service one of the most common ways that people will interact with AI in their daily lives. The advantages of well-executed ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

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, ...

Even in today’s modern age, call center customer service continues to be a nightmare. Wait times can be long, customers get frustrated when caught in loops with limited and robotic chatbots, human ...

ATLANTA--(BUSINESS WIRE)--Intradiem, the leading provider of contact center automation solutions for customer service teams, today announced the results of a comprehensive research study conducted in ...

eGain has introduced the eGain AI Agent for Contact Center, a new solution designed to enhance agent performance and customer satisfaction in contact centers. By providing agents with AI-driven, ...

As open enrollment season unfolds, insurance providers anticipate a significant surge in inbound calls from both current and prospective policyholders. Questions about coverage options, payment plans.

In the customer service realm, various studies have shown that call center agents are at a higher risk of suffering from mental health issues. One report suggested that more than 8 in 10 call center ...