Agent Assist, developed with Google Cloud, summarizes conversations between workers and beneficiaries while highlighting relevant information, like enrollees’ benefit and eligibility details.

Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

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 ...

Call center costs vary and many systems are available. Finding the right one for your business can be challenging. Here’s ...

At one call center in the Philippines, workers help Americans with diabetes or neurological conditions troubleshoot devices that monitor their health. Sometimes they get pressing calls: elderly ...

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 ...

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Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna and two ...

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 ...

5 Things Call Center AI Can Do Today and What’s on the Way Your email has been sent Call center artificial intelligence is already helping contact and call centers in a wide range of areas, from agent ...

Add Yahoo as a preferred source to see more of our stories on Google. Startups are marketing AI products with lifelike voices to schedule or cancel medical visits and refill prescriptions. (Elise ...