NEW YORK — 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 ...

For many hospitals, recording phone calls with patients about complaints or payment issues can promote better customer service, according to a report from National Patient Account Services. Having the ...

I may be angry (and have every right to be), but I always take a deep breath before I get on the call so I can come in calm.

Microsoft on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a ...

Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...