On a Friday evening at a call center in southeastern Pennsylvania, Michael Colluccio stirs his hot tea, puts on his headset, and starts up his computer. On the screen, calls are coming in to the ...

Treat customers like humans, not voices. Although it can be easy to dehumanize a caller, remember a real person (who is relying on you for help) is on the other line. Take it slow. A calming and ...

Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

My parents are in their 80s, and every time I visit them, I’m reminded of something profound: health is their top priority, and nothing compares. As we age, our values often shift, and for many senior ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More If a customer leaves a negative review and a low score on your feedback ...