Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

With three years spent researching, comparing, and testing software products, Tyler Webb is an expert on all things telecommunications. With work featured on GetVoIP.com, he's written over 150 ...

Can ChatGPT Do Reliable Call Center Sentiment Analysis? Your email has been sent AI tools can make call center sentiment analysis faster and more affordable. Discover how to use large language models ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Call center analytics is the process of collecting and ...

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 ...

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 ...

Startups are marketing AI products with lifelike voices to schedule or cancel medical visits and refill prescriptions. (Elise Amendola / Associated Press) At one call center in the Philippines, ...

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Making customer contact centers more flexible and giving call agents more productive tools are among the many features being introduced with a slew of product launches at Voicecon this week. Alcatel, ...

HAVE YOU HAD trouble keeping customers satisfied before or after sales? Is your customer data scattered all over your enterprise? Does your budget have room for investing in retaining customers? If ...