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

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 ...

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

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

Active listening training empowers call center agents to boost FCR and CSAT, reduce repeat calls, and deliver empathetic, ...

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.

AMD shares soared 24% to $203.71 after the agreement was announced Monday, adding $63.4 billion to the company’s market ...

Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing ...

Nebius, an AI infrastructure start-up, has caught investor attention. Read how the recent deal with Microsoft is a big ...

After changing its technology and losing a major customer, Kea returned with a colorful rebrand that puts a wise-cracking ...

Microsoft Corp.’s data-center crunch will continue for longer than the company has previously outlined, underscoring the software giant’s struggles to keep up with cloud demand.