Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

3d rendering humanoid robots working with headset and notebook. The use of AI in call centers is changing the approach many organizations take to customer service. By automating routine inquiries and ...

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.

Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

Aware of Americans’ collective impatience with IVR, Democratic Sen. Ruben Gallego of Arizona and Republican Jim Justice of West Virginia have introduced the “Keep Call Centers in America Act,” which ...

Editor's Note: This article has been updated on May 12, 2025 to include new data and information. The original content was authored by Tom Regan (Oct. 6, 2022) and Michelle Hawley (March 12, 2024) and ...

Excellent customer service is vital to the long-term success of any business. Yet, millions of people around the world are frustrated daily as call center agents keep customers on hold for long ...