Operating a Call Center

How AI-powered contact centers are transforming customer experience, reducing operating costs, and empowering human agents to deliver better service. When I began working in the call center industry in 1992, artificial intelligence was already generating considerable discussion. Even then, business leaders were debating whether technology would eventually replace human customer service representatives. More than three

In 2023, the biggest issue for many companies is a lack of available skilled & unskilled employees.  As workers walk out or demand more flexible hours, most businesses are facing a challenging labor market.  In fact, in a recent survey of 1,250 business owners, 87% said that the labor shortage has affected their operations. However,

Post-Pandemic Call Center Sales Trends As the economy opens up, consumers and businesses are starting to spend again.  While some have suffered real financial hardship over the past year, others have built up a pool of post-pandemic cash.  In order to maximize share of sales going forward, businesses need to understand that expectations have changed. 

While direct marketers have enjoyed direct access to potential new customers with mobile phone numbers, many consumers don’t appreciate it. In 2013, the Telephone Consumer Protection Act, more commonly known as the TCPA, began enforcing new regulation to prevent automated sales and marketing calls to mobile phones.  Under the rules, TCPA violations can now cost