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 ...

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 ...

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 ...

Quiq reports 12 best practices for call centers to enhance customer service, emphasizing empathy, efficiency, agent training, and AI integration.

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 ...

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 ...

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 ...

Supervisors gain access to real-time dashboards that provide a complete view of team performance. Critical metrics such as call handling times, customer engagement levels, call outcomes, and quality ...

Today’s consumer expects a tailored customer experience (CX). They seek always-on, personalized service on every channel where they engage with the brands — even as these brands struggle to balance ...

LOS ANGELES, April 16, 2019 /PRNewswire/ -- Global private investment firm Skyview Capital, LLC (www.skyviewcapital.com) has added to its Continuum Global Solutions Contact Center platform with the ...

TYSONS, Va.--(BUSINESS WIRE)--Maximus (NYSE: MMS), a leading employer and provider of government services worldwide, today announced that it has been awarded a contract for a base period for ...