In the call center industry, narratives created and perpetuated by pundits and experts are important. They often dictate how call...

Today’s prevalent discourse regarding empathy is a perfect example of how the call center industry is routinely led astray regarding some...

Six Sigma Daily and Harvard Business Review posted that the Project Management Institute reports global spending on digitally...

The main selling point of AI automated QA programs is their claim to measure 100% of agent recordings. This is sold as unquestionably...

A prevailing narrative in our field is that there is no consensus standard or set of rules that can provide a clear and specific guide to...

Agent tone issues are typically associated with the particular sound of an agent's voice like unenthusiastic, cold, and disinterested. ...

While administrative concerns are obviously important to any business, nothing compares in importance to a company's product. The...

The call center industry is dominated by narratives espoused by experts in articles, convention presentations, and podcasts that greatly...

Some of the hottest new buzzwords in the call center field include empathy, humanness, and emotional intelligence, often associated with...

BCI is not a software company, but I believe the role of software in call centers is essential and evolving. I recently viewed a...