Why law firms, publishers, brokers, and intake teams need a more secure way to do business There is an entire marketplace behind nearly every major mass-tort campaign. Most people never see it. They see the television commercial, the social media...

A Blueprint for the Next Generation of Human + AI Customer Communication By William Shivers | CallCentersForHire.com We’ve spent enough time asking whether artificial intelligence will destroy the call-center industry. It’s time to start designing what comes next. I call...

What Is an Apex-Agent? By William Shivers | CallCentersForHire.com For years, we’ve been asking the same question: Will artificial intelligence replace the salesperson? I think we’re asking the wrong question. What happens if we stop putting the salesperson and artificial...

Sales Has Taught Me Something Technology Hasn’t Changed By William Shivers | CallCentersForHire.com I’ve spent virtually my entire adult—and even part of my pre-adult—life around sales, leads and call centers. Over more than three decades, I’ve watched technologies arrive that...

Google Is Calling Businesses for Customers By William Shivers | CallCentersForHire.com For decades, the relationship was simple. A customer wanted something. The customer searched for a business. The customer picked up the phone. The business answered. Then the conversation happened....

By William Shivers | CallCentersForHire.com For more than 30 years, I have watched the call-center industry change. I have watched technologies come and go. I have watched companies move from traditional phone systems to predictive dialers, from paper records to...