The traditional call flow concept doesn't do justice to the modern customer experience. Whenever you go through a period of transition, it's a very definite closing of a certain chapter of your life.

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...

Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

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, ...

How To Set Up an IVR Call Flow to Maximize Containment Rate Your email has been sent Thoughtful IVR call flow design helps callers help themselves. Learn how to set up an intuitive caller journey and ...

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 ...