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

Soon, many patients might initiate contact with the health system not by speaking with a call center worker or receptionist, ...

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

A new referral tool from the Louisville nonprofit St. John Center can be an alternative to calling 911 or Metro311 on people ...

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.

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.

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 ...