TwistedSifter on MSN

Call center agent got a call from a woman who was inquiring about her credit card points, and she was angry to find out she didn’t earn any at all

If only money mistakes could be fixed so easily like ...
CMS Wire

Your Contact Center Agents Don’t Fear AI—They Fear Your Leadership

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the trust. The problem for your contact center agents isn't artificial ...
CMS Wire

The Full Guide to Recognizing, Preventing and Overcoming Call Center Burnout

Burned-out call center agents affect customer service and impact your brand. Here are some tips for recognizing the signs and preventing burnout. No matter your industry, call center burnout is an ...
Boston Herald

AI shakes up the call center industry, but some tasks are still better left to the humans

NEW YORK (AP) — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information ...
No Jitter

Contact center agents want steady income, per Calabrio survey

Yet only half of agents received a pay increase this past year compared to four-fifths of contact center agents in 2024.
techtimes

6 Simple Ways AI Is Improving Overall Call Center Efficiency, According to ROI CX Solutions

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...
Forbes

Voice AI May Automate Call Centers, But It Won't Replace Humans

Kevin Wu is the CEO of Leaping AI. Leaping AI automates call centers with voice AI agents for customer service and lead qualification. In recent years, AI has been the focus of the call center ...