
What is Agentic AI in Contact Centers? A New Era of Autonomous AI Agents
Key Takeaways: Agentic AI refers to a type of AI systems that can autonomously plan, reason, make de...

RAG-Powered Voice AI: How Retrieval-Augmented Generation Makes AI Voice Agents Smarter
Key Takeaways: RAG (Retrieval-Augmented Generation) is a method that enhances large language models ...

Call Avoidance in Call Centers
Given the typically stressful nature of call center jobs and having to consistently deal with an ove...

Call Audit
Conducting regular call audits is a critical part of the call center Quality Assurance and overall c...

What is a BPO Call Center?
BPO (business process outsourcing) call centers and contact centers have become a popular solution f...

What is an Automated Phone Calling System?
Automated phone systems that allow placing automated phone calls and delivering pre-recorded voice m...

ASA (Average Speed of Answer)
Average Speed of Answer (ASA) is one of the key metrics call centers should pay close attention to i...

Call Center Agent Utilization
Along with other critical call center metrics and Key Performance Indicators (KPIs), call center age...

Agent Idle Time
Though call center managers are always looking for ways to maximize the efficiency and productivity ...