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Call center agent News
August 03, 2018
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
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
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
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.
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A call center agent is a person who handles incoming or outgoing customer calls for a business. Continue Reading
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
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
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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
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
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
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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
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
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
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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
Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading
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