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...

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...