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Call center News

Machines appear more persuasive when pretending to be human

A new study shows when robots disclose their non-human nature, their efficiency is compromised. Conversely, when robots act more ‘human’ then interaction with people is considerably improved.

Q&A: Alexa, why are voice assistants always women? Special

Some 47.3 million adults in the U.S. have access to voice assistants at home and work. Before companies jump on the voice assistant bandwagon, they need to consider how these devices will affect the dynamic between men and women at work.

Q&A: Call tracking can assist marketers to gain better insights Special

Drawing analytics from marketing data can be a struggle. However, new forms of automation are emerging to enable marketers to view aggregated form data, and gain insight into which marketing effort provokes the best leads.

Call centers leveraging artificial intelligence

One sector of business seemingly ripe for automation and the application of artificial intelligence is the call center. The adoption of ‘thinking’ computers could lead to a reduced role for the human operator.

Op-Ed: Open Access BPO — Proving to be THE neo captive solution Special

Makati - The turn of the millennia saw undeniable growth in the business process outsourcing (BPO) industry. Companies looked for revolutionary solutions that are affordable without cutting corners on quality.

Eating co-worker's biscuits gets employee fired, arrested, fined

Night shift worker at Convergys call center in Newcastle, England was fired, then arrested and fined £150 for eating a £6.99 tin of biscuits.

BPO Industry Booming in ‘Troubled’ Mindanao Special

DAVAO CITY – Despite critical issues such as the Moro Islamic Liberation Front (MILF), the Maguindanao massacre, private armed groups (PAGs), and political warlordism, the business process outsourcing (BPO) industry in Mindanao in booming.

Rise in HIV/AIDS cases in Philippines Alarming Special

MANILA – Former Labor Undersecretary Susan Ople has urged the Department of Labor and Employment (DoLE) and the leaders of the call center industry to pursue awareness campaigns in workplaces to stem the rise of HIV/AIDS in the Philippines.

Philippine-based Call Center to Employ Blind Persons Only

A non-profit Filipino non-government organization (NGO) in cooperation with Asia Pacific Economic Conference (APEC) will open a call center in the Philippines that will employ blind and visually impaired persons only.

Emotion detection software to be used by businesses

They are calling it "emotion detector" software for companies to use in their call centers to try an imporve customer experience.

Carphone Warehouse to pay the price of silent calls

Now I know what my Dad was complaining about when he said no one was on the line when he answered all those calls... Thank the powers that be I don't get any of those annoying people calling me...

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