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

While voice AI agents are already able to automate simple requests, automating complex workflows is still elusive, meaning ...

The Salesforce tool, the company insists, is unique because it’s “conversation-first,” and “agent-first.” Essentially the idea is to dump the “ticket” system, and allow someone to make an IT help ...

Amazon.com Inc on Tuesday announced voice recognition as part of a suite of call-center services for businesses, as the company sees growing demand for its cloud tools during the coronavirus pandemic.

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

Since 2023, Teleperformance has been widely adopting AI across internal and client operations—how is the company keeping its ...

Regarding Station 7, Chief Smith (acting as interim Chief of Public Safety), is working with the Fire Administration as well ...

Tanger Outlets in Glendale, Arizona is that dangerous friend who convinces you that retail therapy is always the answer – and honestly, they’re not wrong. Located in the West Valley of Phoenix, this ...

Contact centers have evolved far beyond phone banks and scripts. A modern contact center is now integrated with AI, analytics ...

While it might seem simple, there are many steps involved between you calling Triple Zero, and paramedics, police or ...

Effective call center coaching techniques will turn call center QA insights into action, boosting agent performance, FCR, and CSAT, while elevating customer experience.

Remote call center workers secured permission to seek early appellate review of a federal district judge’s novel ruling that limited which off-the-clock tasks count as part of their workday.