Achieving complete automation requires the seamless orchestration of three core components: workflows, agents and knowledge.

New customer service bots, dubbed “conversational agents," are like superheroes, swooping in with personalized, eerily ...

Use our comprehensive contact center pre-hiring assessment checklist to ensure you hire agents that are a good fit for your ...

Leaders with the Northeast Kentucky Chamber of Commerce and officials with AT&T joined Gov. Andy Beshear in celebrating 115 ...

Burned-out call center agents affect customer service and impact your brand. Here are some tips for recognizing the signs and preventing burnout.

Artificial intelligence (AI) has become synonymous with technological progress, but in few areas has its impact been as ...

The Philippines has long been recognized as the go-to destination for call center and customer service outsourcing. With its ...

Gov. Andy Beshear joined leaders with the Northeast Kentucky Chamber of Commerce and officials with AT&T to celebrate 115 new ...

Attorneys general said they receive complaints every day from consumers about “deceptive, confusing, and unfair interactions ...

From real-time sentiment analysis to revenue generation, AI-powered tools are transforming contact centers by amplifying ...

Discover how robotic process automation (RPA) can transform your contact center by automating repetitive tasks that slow ...

The agency shifted its original deadline for U.S. Postal Service employees and beneficiaries to enroll in the new health insurance exchange to help provide “ample time” to make selections while ...