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Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

FedPoint executives Jeff Lane and Steve Hutcheon discussed how the company utilizes AI to gain insights and improve contact center operations.

A new voice AI agent called Leaping AI is part of a movement bringing the call center industry into the age of sophisticated ...

With the arrival of AI, the human headcount in the contact center—including people who might otherwise answer a call and talk ...