Put yourself in the shoes (or the seat) of a typical call center agent. You are hired to answer the phone, while at the same time handling email, chat and text messages.

A dependable call center agent is always in demand. Learn how to find remote work, show your qualifications, and start working from home.

Call center agents are the critical front liners of an organization. They're our modern-day — often unsung — heroes who are much more than repositories of information.

Further, the call center electronically measures agents’ productivity to ensure that the freedom built into the arrangement works for both the company and employee.

Call center agents must have active listening skills to ensure customers' requests are handled accurately, according to Safir Adeni, head of channel alliances and partnerships at Uniphore.

The call center agent’s role has evolved in recent years. Today’s agents are handling more complex transactions amid rising customer demands. The ideal call center agent is highly educated, ...

Contact center intelligence platform provider Z21 Labs Inc., better known as Observe.AI, today announced a new Real-Time AI product suite that will provide call center agents with live, in-the-moment ...

“Most current agent-assist solutions rely only on call metadata, such as call time, duration or phone numbers, and are simply programmed to understand basic keywords or phrases,” said Martin.