Most healthcare call centers still evaluate agent performance using narrow, speed-focused metrics, despite industry data ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Are your CSRs truly helping customers, or are they spending half the day handling calls that should never reach them?

Imagine in the near future, you call a customer service number for a cruise line and are greeted by a highly knowledgeable, smooth-talking artificial intelligence (AI). In a fluid conversation, the AI ...