How can we call ourselves a ‘Welcoming City’ when people have to choose between taking part in a legal process and getting ...

When a small business starts missing calls, the first fix can seem obvious. Hire help. But before you compare top-rated call ...

BALTIMORE, MD-A high-level joint operation between United States federal agencies and Indian law enforcement has led to the dismantling of a massive international scam network. On February 2, the FBI ...

WASHINGTON, DC – The Federal Communications Commission has launched a sweeping proposal to push call center jobs back to the United States, tighten customer service standards, and crack down on ...

Agents can easily launch the new solution from their desktops through the Zoom Workplace app, Miller notes. And with built-in ...

Agent assist can work, but design, delivery and how you manage knowledge make a huge difference — here’s one contact center leader’s experience.

With the spring break travel rush in full swing, long TSA lines and extended wait times are continuing to form at airports across the United States. An increasing number of unpaid TSA officers are ...

As contact center AI surges toward a $13.5 billion market, Cresta's new Knowledge Agent aims to solve one of the industry's oldest problems. Cresta's new Knowledge Agent aims to solve a persistent ...

On day 33 of the partial government shutdown, TSA has been forced to close checkpoints as a shortage of officers cripples airports in the U.S. Google is about to punish websites for that annoying ...

Krisp now improves comprehension on both sides of the call, reducing repetition and cognitive load, while accelerating resolution. Krisp today announced customer-side Accent Conversion, a real-time, ...

As part of the wider ongoing push to ‘Agentforce-ize’ everything, Salesforce recently introduced Agentforce Contact Center, pitched by the firm as: the only contact center solution that unifies voice, ...

Federal Communications Commission Chairman Brendan Carr made his case on Tuesday that overseas call centers pose potential national security risks because they may be compromised by foreign actors.