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 ...

CVS Health has opened its new Workforce Innovation and Talent Center in cooperation with the Chicago Baptist Institute, where ...

The global call center industry was valued at approximately $350 billion in 2024. Projections suggest that the impact of AI ...