Learn how a call center compares with its industry peers, the industry average, and world-class performers for the top call center benchmarks and industry standards. The top call center benchmarks ...

In recent years, organizations have looked to many sources for new efficiencies: cutting-edge technologies, offshore outsourcing, countless variations of metrics and scorecards and ever-expanding self ...

This blog specifies some industry standards for the top call center Key Performance Indicators (KPIs). Most call center managers know the need to track KPIs to assess the efficiency and effectiveness ...

Level 3 Communications has expanded its suite of voice over IP offerings with a new toll-free calling service designed to help call center operators, service providers and others reduce their monthly ...

The essential elements of a call center—a solid back-of-house (BOH) team, competent management and highly skilled call center agents—keep call centers effective and productivity consistent. In my ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More The shift to digital during the pandemic put pressure on customer service ...

Artificial intelligence-powered call center services startup Level AI today announced that it has raised $39.4 million in new funding to scale its product offering and increase its headcount. Founded ...

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.