From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes.

Discover the best call center software available today. We selected these options based on factors such as key features, uptime, pricing and more.

One nurses union is protesting a potential AI management tool in the call centers. “AI tools don’t make medical decisions,” Kaiser Permanente spokesperson Vincent Staupe told KFF Health News.

The state’s 911 tech management authority is deploying a new tool from Motorola Solutions that could ease burdens for call ...

From the early days of switchboards and rotary phones to today’s cloud-based, AI-enhanced contact centers, the journey of the call center has been one of rapid and necessary innovation.

AI in call centers isn't just the future — it's now. Learn how it's shaping customer interactions with predictive and conversational tech. AI call center technology is rapidly transforming how ...

At some Kaiser Permanente call centers, unionized employees protested — and successfully delayed — the implementation of an AI tool meant to measure “active listening,” a union flyer claimed.

Despite promising to save time and help agents complete post-call documentation more efficiently, in practice, the drafts often needed heavy editing.

Call center employees said in interviews that they knew of, or had heard omnipresent rumors of, or feared, a variety of AI tools. At some Kaiser Permanente call centers, unionized employees protested ...