With the arrival of AI, the human headcount in the contact center—including people who might otherwise answer a call and talk ...

Nothing gets rid of a bad rule faster than following it exactly. What would you do if your new supervisor said you’d be written up for deviating even slightly from the call center script? Would you ...

A recent study conducted at the University of North Carolina Health Care Ambulatory Surgical Center in Chapel Hill shows nurses who call patients three business days prior to a scheduled surgery ...