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.

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

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 ...

With the right communication strategies, you can bridge any communication gaps and keep your employees engaged, regardless of ...

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

The remote work debate often focuses only on leadership or the employee, but according to a new doctoral dissertation from ...

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

Jane Harper answers a reader’s question about how to handle communication issues at work and keep remote team engagement on ...

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 ...

AI isn't some futuristic dream anymore; it's a real-world game-changer that's transforming how every business runs.