Like most of its peers, top-five mortgage lender Newrez is prioritizing the use of artificial intelligence (AI) to provide call center representatives with real-time information on its policies, ...

With every new layer of security, fraudsters look for their next way in. As the government implements a variety of controls in digital channels for identity and device proofing, fraudsters seek new ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

The world’s largest call center recently deployed new AI to “neutralize” the accents of their agents. Unsurprisingly, this provoked some outrage. Meanwhile others welcomed the prospect of clearer ...

Will AI make call center jobs obsolete? The question has sparked a strong debate amongst industry leaders. One of the foremost predictions is that AI will soon eliminate the need for incoming customer ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.