How to Test a Call Center Integration Before Buying Seats Your email has been sent If every call center integration was as easy as advertised, we wouldn’t have written this guide. Learn six ways to ...

The Centers for Medicare and Medicaid Services (CMS) test call season is underway, with prospective beneficiary call centers receiving high-stakes calls from CMS “secret shoppers.” Part of the CMS ...

COVID-19 call centers and testing sites are closing across the United States as more Americans look to move on from the pandemic and with the emergency declaration set to end in May. In Rockland ...

UCLA is changing its COVID-19 protocols, including the COVID-19 Call Center, testing and wastewater surveillance, the Infectious Diseases Management Team announced Wednesday. These changes follow the ...

Intelligent call routing automatically prioritizes high-value or time-sensitive interactions based on business rules or ...

State Police said 911 dispatch centers across Massachusetts were “flooded with calls” Thursday morning as people tested whether they could make emergency calls on their mobile phones during a cellular ...

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.

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 ...