Discover how contact center managers can use gamification strategies - from points and leaderboards to badges and team challenges - to boost agent engagement in training, accelerate skill adoption, ...

Humana is launching an artificial intelligence tool that aims to help its call center workers answer beneficiaries’ questions about their coverage, the insurer said Tuesday. Agent Assist, developed in ...

Discover proven strategies for managing remote call center agents, including how call center QA provides the performance visibility and coaching foundation that distributed teams need to stay engaged ...