Outsourcing call center operations has become a common practice for businesses looking to improve efficiency and reduce costs. However, maintaining high-quality customer service in outsourced call ...

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 ...

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 ...

Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...

Call center costs vary and many systems are available. Finding the right one for your business can be challenging. Here’s what you should consider.

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, ...

And even though new AI technologies are coming on strong, the biggest changes this year will be how the enterprise views and works with its contact centers. Changes will focus on three areas: data, ...

In 2026, contact center AI succeeds or fails based on orchestration, governance and trust — not smarter models.

Every contact center goes through peaks and troughs in call volume, whether planned, seasonal, or unexpected. A natural disaster can lead to a rise in insurance claims, just as the New Year can result ...

The world’s largest call center recently deployed new AI to “neutralize” the accents of their agents. Unsurprisingly, this provoked some outrage. Meanwhile others welcomed the prospect of clearer ...