Discover the best call queue management tactics to decrease wait times without hiring more call center agents.

Members of the Palm Springs Airport Commission plan to gather more public input at an open house scheduled for Nov. 7 before ...

Mosaicx provides the intelligent routing technology that supports both georouting and routing of calls from all help seekers, ensuring specialized crisis care and resources for diverse communities, ...

Once the rules take effect, national providers will have 30 days to implement georouting for these calls. Smaller, ...

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

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 ...

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

Counselors who work at crisis hotline centers like 988 are sometimes targeted by deceitful callers, who keep them on the line and sexually harass them.

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 ...

Amanda Levete Architects (AL_A) has submitted plans for a new Maggie's Center in the English coastal city of Southampton. Sited at the Southampton General Hospital, the proposed center will ...

The parent company of a South Carolina Medicaid call center has agreed to pay a civil settlement to the United States ...