It was the kind of problem that most colleges and universities would love to have. A few years ago, the Mitchell E. Daniels, Jr. School of Business at Purdue University, then known as the Krannert ...

As shoppers continue to rely on convenient online services, one-day shipping and AI-driven customer service, the expectations of consumers have shifted, leading them to settle for nothing less than ...

This exclusive webinar is designed for contact center leaders and operations professionals seeking innovative solutions to scale for high call volume, reduce agent training costs, and boost essential ...

Tools are needed in everything, and without them, life would be a little harder for people who work on hands-on experience, particularly those on the frontlines of most businesses present in the ...

Contact center as a service vendor Amazon Connect debuted multiple new features today, including Predictive Insights (PI), Assistant for Managers (AM), Testing and Simulation (T&S) and Conversational ...

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

Government contact center operations have long been stretched thin by escalating pressure to control bottom-line costs. But the effects of the pandemic — and the subsequent unemployment and health ...

The federal government is finally pursuing the robocall avalanche, which is encouraging. But it may take a while, maybe a year or more, for consumers to trust incoming calls are not scams. Consumers ...

Trevor Clark is the Founder and CEO of ShyftOff, a flexible, on-demand outsource solution for contact centers and customer support teams. Outsourcing is a strategic decision that many contact center ...