If you’ve never worked in or managed a call center, the job of call scheduling seems pretty straightforward: You get a certain number of employees and get them to either answer calls or make them. A ...

Prices for scheduling software start as low as $30,000 Scheduling staff for your customer contact center is much more than simply plugging your customer service representatives’ names into time slots ...

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 ...

Anna Baluch is a freelance writer from Cleveland, Ohio. She enjoys writing about a variety of health and personal finance topics. When she's away from her laptop, she can be found working out, trying ...

Although they are able to access their company's public Web site just like their clients, human resources outsourcer Hewitt Associates' internal call-center reps are also outfitted with a variety of ...

An affordable workforce management solution sheds light on the call center schedule-but, like competing software, it falls short on branch scheduling, according to a credit union here. "We found a ...

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.

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 ...