IP telephony, or voice over IP, is now commonplace in many large enterprises. So why has it not been successfully ported to an area where it can offer great benefit - the call centre? IP-based call ...

The pandemic is a severe stress test for the business continuity plans of global corporations. The operators of call centres are playing an important role in meeting that challenge, and it has not ...

The platform uses a combination of AI orchestration tools and sentiment analysis to identify stress, fear, or confusion in a ...

Ovum analyst Alex Kwiatkowski looks at the challenge of building a centre of excellence... For those of you blessed with reliable memories, you may recall that I recently extolled the virtues of the ...

The authors do not work for, consult, own shares in or receive funding from any company or organization that would benefit from this article, and have disclosed no relevant affiliations beyond their ...

PARIS--(BUSINESS WIRE)--The Pipplet company launches it’s newly designed, industry-specific, foreign language business tests for call centres. Pipplet’s call centre based language test will allow HR ...