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.

A straightforward answer is to shift focus from hiring based on location to hiring for specific results. Strategic offshoring ...

GoTo, a provider of cloud communications and IT, today launched artificial intelligence-powered scheduling capabilities for car dealerships within GoTo Connect AI Receptionist.

TalkTalk chief operating officer Neil Smith describes its journey out of CX stack complexity towards more empowered contact centre agents.