Call routing is the glue that keeps that universe of random motion from spinning out of control and being just a mass of senseless friction. The art of routing in call centers has a long and ...

AT&T is launching location-based routing of wireless 911 calls to the appropriate call centers across the US, it announced. The company says it'll be the first US carrier to "quickly and more ...

Smooth call routing can help change the way a customer sees your business. Learn how efficient call management positively impacts both efficiency and customer satisfaction. You’re busy, your customers ...

Hawaiʻi Department of Commerce and Consumer Affairs launched its new centralized toll-free phone number, 1-844-808-DCCA (3222 ...

Why do call centers employ multimedia routing software? Some centers use the software to unite operations that, despite joining together through mergers or acquisitions, still have phone switches from ...

India, Jan. 16 -- The global integration of Artificial Intelligence (AI) has given a major push for the call center industry's massive smart transformation. AI tech now equips call centers with tools ...

NASHVILLE, Tenn.--(BUSINESS WIRE)--Sitel, a leading global business process outsourcing (BPO) provider, and SATMAP, a world leader in technology for matching customers to call center agents based on ...

Getting your Trinity Audio player ready... Verizon announced Wednesday that it will work with Denver and other cities across the United States to install upgraded 911 call-routing in the wake of the ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...