New AI-first, human-backed model delivers speed, scale, and empathy — outperforming both legacy and AI-only solutions SAN ...

Customer communications have always balanced efficiency and empathy. Earlier tools leaned too far toward efficiency and left ...

It makes all the difference when you find a remote job that offers paid training! Especially if you are new to an indust ...

A few quarters ago, I was consulting for a legal services firm that couldn’t figure out why inbound lead volume was solid, but new consultations were stalling.

Beijing’s latest economic overture feels less like a rescue package and more like a change of stage scenery. Another weak roll of summer data—retail sales limping, fixed asset investment dragging its ...

Fieldcode, the field service management (FSM) software provider known for its Zero-Touch automation, and Parloa, a software company specializing in agentic AI for enterprise customer service, have ...

TNS Enterprise Voice Security secures inbound contact center traffic, enhances call agent productivity, and helps reduce enterprise risk from emerging fraud tactics RESTON, Va., September 16, ...

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

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

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

Customers would prefer other options to calling their utility to report outages, writes contributor John McClean.

What used to be a five-minute call to Wisconsin's licensing agency can now take over half an hour after wait times at the Department of Safety and Professional Services' call center spiked in July. At ...