Have you ever called into a customer service line and known you were talking to someone 3,000 miles away? That distance is about more than physical separation; it can mean an inability to connect and ...

Call center firm Teleperformance SE is rolling out an artificial intelligence system that “softens English-speaking Indian workers’ accents in real time,” aiming to “make them more understandable,” ...

Teleperformance, the world’s largest call center operator, is relying on artificial intelligence technology to “neutralize” the accents of English-speaking Indian customer service agents in real time ...

Standard operating procedures, widely referred to as SOPs, give employees valuable information on how to conduct various tasks and procedures. In a call center setting, SOPs define everything from ...

Call centers often represent the hub of customer service. Many large organizations maintain call centers to make outbound calls and intake incoming calls to assist customers. While some organizations ...

A call center, or contact center, is an office that handles calls, emails, chat or other contact methods to help customers. Learn how they work. Customer service hub. The call center is often used as ...

TIJUANA — Richard Avila was 56 when he was deported to Mexico eight years ago. He had lived in East Los Angeles since he was 2 and the idea of living in Tijuana felt to him as if he were being sent to ...

Five students in business casual and the two authors in board shorts were crammed into a small classroom in Southern Bangalore. It was one of those cubicle classrooms, surrounded by three just like it ...

A call center is a specialized facility that is used by organizations to handle customer interactions. All incoming and outgoing calls to customer support, telemarketing, and sales services are ...

Hiring a call center can be a tough decision. Here's what you should know before you partner with a service. If you and your staff can’t handle the high volumes of inbound calls you’re getting from ...

Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...