A new bipartisan bill, called the "Keep Call Centers in America Act of 2025," introduced by Sen. Gallego and Sen. Jim Justice ...

Train your customer service call center representatives appropriately so they are able to address and resolve the most frequent call concerns. A company representative who has to continually put a ...

As the tech stack grows, so does the risk of complexity without clarity. To avoid chasing trends, leaders must focus on ...

Under the hood, Cognigy uses LLMs from major AI providers such as OpenAI and Anthropic PBC. If the LLM that powers an agent ...

Customers want self-service. The contact center allows brands to empower customers, giving them the tools they need to answer their own questions. More than one type. Companies can choose from ...

Does the AI solution provide your customers with a more personalized experience, or does it just infuriate them further?

Providing customer service and support is another common, broad goal of a call center. This relates to the goal of delivering the best possible experience to each business customer, explains call ...

Micah Solomon is a customer service consultant, customer experience turnaround expert, keynote speaker, trainer, and author; feel free to email Micah directly, visit his website, or download three ...

Instead, the modern contact center requires a 360-degree view of the customer journey, which includes immediate access to real-time, contextual customer information.

The customer service call center also takes initial calls for roadside assistance through Love's Truck Tire Care Centers, which the company has been expanding nationwide. The call center also handles ...