Call centers are starting to move away from KBA as new technologies emerge. The number of facilities looking for alternatives has doubled since 2018, with...
Banks are turning to tools like voiceprint tech and fingerprint verification to deliver a personalized, yet secure, experience for customers who use their call centers,...
Artificial intelligence (AI) remains one of the most interesting technologies to call centers that are looking to better support and engage customers across their many...
Slow service doesn't fly when customers connect with airlines across different channels. That's why airlines are turning to artificial intelligence (AI) to give human agents...
Consumers today want more from customer service than a long wait time and broad answers when getting through to a human agent by phone. To...
Call centers are experiencing increasingly greater volumes, with more than 55 billion agent-assisted calls being handled each year in the U.S. alone. Any business with...
When it comes to interacting with call centers, consumers have become increasingly comfortable with automation. In fact, customers are starting to chafe at traditional authentication...
Catering to the needs of tech-savvy consumers means providing customer service that’s quick and adaptive, regardless of the channel. Automation, artificial intelligence (AI) and similar...
Consumers have seemingly grown more comfortable interacting with automated and artificial intelligence (AI)-enabled interfaces when dealing with call centers. In fact, consumers have reported higher...