An image depicting a dark time in American history recently made the rounds at a Las Vegas call center and it cost a supervisor her job. Latara Darrett, a former Olympic gold medal winner and now ...

Call center agents must have active listening skills to ensure customers' requests are handled accurately, according to Safir Adeni, head of channel alliances and partnerships at Uniphore.

IRIS Clarity, the AI-powered voice isolation software, surveyed 500 contact center agents in the US and UK, and found that 89% of agents believe noise negatively impacts call quality, the ability ...