Category: Call Centers (10)

Learn about the origin of accents, how they change over time as people migrate, and the effect on economic opportunities individuals might have.

With the continued growth of offshore call centers there are significant challenges hiring and retaining agents. Learn about strategies that help call centers address such issues head on.

Learn how artificial intelligence (AI) software and solutions are on the cusp of revolutionizing the call center industry.

Learn how accent discrimination in customer service can influence judgments, perceptions, and actions of callers

Learn about the results of a study that ranked accents which Americans find most challenging to follow

Learn about how accents develop, and how positive versus negative biases towards certain accents affect interactions

Learn about the top accents which Americans find favorable, and why they like those accents

Learn how accents affect comprehension, trust, and efficiency in call centers, backed by compelling research

With the rise of powerful bots, like ChatGPT, are human phone agents at risk?

Common ways call centers prioritize which solutions to implement next