“There is a single call center now; there will be two under the ... That design could be expanded to the Parkway and Turnpike ...

AI-powered systems and real-time analytics can improve the contact center agent experience, ISG Provider Lens™ report says ...

Enterprises worldwide continue to outsource contact center functions, in search of lower costs and new technologies, despite a decline in the annual value of service contracts, according to a new ...

The company's contract is performance-based and uses a tiered payment structure. Conduent receives higher payments as completed call center contracts increase and receives penalties if certain metrics ...

Enterprises worldwide continue to outsource contact center functions ... higher rates of resolving issues on the first call, fewer errors and improved customer and employee satisfaction.

The company that’s operated the state’s E-ZPass system for 22 years before being ousted last month when the contract was awarded to a competitor has filed a protest, questioning why a company whose ...

Long hold times are one of the biggest sources of frustration for callers. Excessive call center queuing leads to abandoned ...

Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees ...

Cellphone carriers will be required to use georouting to connect callers to the 988 call center closest to the caller’s ...

During Hurricane Ian in 2022, federal leaders found it helpful to have call centers based outside of the areas most impacted ...