As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations — but only when it is used correctly.

Depending on the center, agents have critical performance metrics they must meet. While they may be meeting many of those metrics in an over-utilized scenario, typically the quality of the call ...

These mounting expectations, combined with stringent performance targets, contribute to high burnout rates among call center agents. But this is where AI comes in. AI is changing the way call ...