As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations — but only when it is used correctly.

As McKinsey noted in a report, live phone channels and a personal touch remain customer favourites, and as long as that continues to happen, call center agent jobs are safe. Companies only need to ...

In the Philippines, often called the world’s contact center capital, call center agents now reportedly see robots as their real bosses. Many feel like they’ve turned into lifeless “zombies.” ...