Let’s say you’re a customer service rep with a long queue of phone calls from customers. (Managers, I know most of you have been there). You go to answer the first one and — just like that — you’ve ...

AMP is the Industry's First Generative AI Agent Management Platform that Makes Customer Service Calls as Easy as Talking to a Friend Parloa's innovative AI Agent Management Platform (AMP) ushers in a ...

New report uncovers key script adherence insights, makes case for an anti-script approach for better call outcomes. ST. LOUIS, June 28, 2022 /PRNewswire/ -- Balto's Conversation Excellence Lab has ...

Call centers are at the forefront of customer interactions, making it essential to ensure that agents communicate effectively, consistently, and empathetically. A well-crafted call center script not ...

Nothing gets rid of a bad rule faster than following it exactly. What would you do if your new supervisor said you’d be written up for deviating even slightly from the call center script? Would you ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...