The agency, which provides benefits to roughly 70 million people, said late Monday it reduced the average speed of answering a call on its 800-number to 13 minutes, a 35% reduction compared to this ...

The best customer service reps are empathetic, adaptable, and clear communicators—qualities every leader needs in uncertain ...

A study carried out by researchers from several Chinese universities and a Chinese power company looked at what impact AI assistants were having on the plant's ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes.

Discover how AI-driven speech analytics is revolutionizing call centers by enhancing customer experience, improving agent ...