Call center agent

A call center agent is a person who handles incoming or outgoing customer calls for a business.. See complete definition.

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August 03, 2018 03 Aug'18
Google Contact Center AI makes early inroads in industry

Prospective users are already interested in Google's recently unveiled Contact Center AI system, and Google partners are avidly trying to sell it. But some in industry urge caution
June 01, 2018 01 Jun'18
Call center artificial intelligence trends drive chat, decision-making

ICMI's Brad Cleveland has seen call centers integrate email, chat, IVR -- automated FAQ answering -- and social media. None reduced call volume. Chatbot tech may bring similar results.
May 29, 2018 29 May'18
Call center chatbots draw skepticism from leaders

Call centers must live up to demanding quality and performance standards. Until artificial intelligence chatbots can meet those expectations, they don't stand a chance.
November 29, 2017 29 Nov'17
Eight must-have call center systems for customer service

It can be challenging to pick a call center technology, implement it and optimize it for the best results. Here are the top eight call center tools to deliver the best customer experience.

Bring yourself up to speed with our introductory content

call center agent (call center representative)

A call center agent is a person who handles incoming or outgoing customer calls for a business. Continue Reading
Virtual agents not yet ready for primetime customer service

Chatbots may never replace humans at call centers. But they can alleviate high call volumes and route queries to humans when they're too thorny for automated responses. Continue Reading
virtual agent (intelligent virtual agent or virtual rep)

A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service. Continue Reading

Weigh the pros and cons of technologies, products and projects you are considering.

AI chatbots augment humans working in contact centers

It might seem like contact centers are all being automated by AI chatbots, but for now, the jobs of human agents are still safe while all the kinks are worked out. Continue Reading
Nine skills every call center agent job requires

Call center agents need to make sure they have the skills for which hiring managers are looking. Here are the top call center agent job skills you'll need to land a job in a contact center. Continue Reading
Call center automation advances, but only as far as NLP can take it

Contact center voice technologies with natural language processing improve CRM and speech analytics for better customer service, but blind spots hold up progress. Continue Reading

Learn to apply best practices and optimize your operations.

GDPR call center compliance can be a sticky wicket

GDPR compliance for call centers can be complex and require the collaboration of business execs, call center managers and outside lawyers to establish data protection policies. Continue Reading
Check off those GDPR call center requirements

With GDPR about to go into full force, there are last-minute details and loose ends to tie up to ensure that your call center complies with the necessary regulations. Continue Reading
Don't forget agent training in your GDPR call center plan

The General Data Protection Regulation will affect call center agents. A GDPR plan for call center agent training should cover the expanded definition of PII and more. Continue Reading

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

Taking on a virtual agent helps mint new wine connoisseurs

Having trouble selecting the wine that goes best with a special meal? And what if your preferred shop doesn't have it? Vivino helps you choose -- and, if needed, find -- the right wine. Continue Reading
How to calculate abandoned call rate for a contact center

Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading
Predictive analytics improve customer experience journey

Azumi Mobile, a smartphone manufacturer, takes advantage of software from DeviceBits to merge AI, machine learning and predictive analytics to overhaul its customer experience journey. Continue Reading