Investing in agent well-being, engagement, and coaching (backed by call center QA) directly translates into higher CSAT/NPS, ...

Utilities face increasing challenges from service disruptions, rising costs, and fraud threats. Implementing AI solutions ...

Megan McCaleb shares five quantifiable benefits of improv training on firefighter mental well-being and, as a result, on ...

As USC's defense took the field for the final drive, it felt inevitable that Illinois would march down the field to win.

Cardinals president John Mozeliak is stepping away after decades with St. Louis. Mozeliak helped build the Cardinals' 2011 World Series championship team. “There’s a lot of mixed emotion," Mozeliak ...

For many Filipinos, Singapore is the quintessential modern Asian city—clean, efficient, and with an enviable world-class public transport system. It’s no wonder that the Lion City remains a top travel ...

EAST LIVERPOOL — East Liverpool City Council with a unanimous vote approved the East Liverpool Fire Department to accept the SAFER (Staffing for Adequate Fire and Emergency Response) Grant they were ...

Your friends can’t agree on whether you’re quiet or outgoing—and that contradiction may actually reveal your hidden strength.

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

When Brian Doubles became CEO of Synchrony in 2021, a global pandemic had upended the way companies thought about work. Remote options became ubiquitous, and many employees, when possible, were given ...

Multiple Redditors suggested taking a long break if you are feeling burned out. A prolonged change of scenery leaves some ...

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