A former call center agent said workers received 'abysmal' training and were unprepared to help borrowers They alleged staff ...

An out-of-state provider will pick up the service in April, with PATH providing support in the background to ease the ...

There may be a reason. A new study by CMP Research, a market intelligence firm for the customer management industry, suggests many call center workers are at the end of their rope. It says ...

At the same time, in many countries, call center work is a valuable source of income. “For a worker like me, I would say, eventually, AI will replace us.” This is despite Cabalona ...

The emotional labor involved makes call center work one of the most demanding jobs in customer service. According to HubSpot’s 2024 Annual State of Customer Service Report, 82% of customers ...

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.

In this blog, we will be looking at the power of AI in contact centers. As businesses continue to look for ways to make their ...

Charter, which owns Spectrum, told the state of Ohio it expects the layoffs to occur by late March. The company will maintain ...

but the industry still depends on its human workers, and at this point AI is just another tool companies use to augment their capabilities. Renz Miguel Marquez, a 29-year-old call center trainer ...