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

The agency said it is temporarily reassigning about 1,000 customer service representatives from field offices to work on the ...

As I waited for news from Ford, I searched for more contact-center agents willing to talk. Rebecca Harris has fielded calls—mainly for telephone-, internet-, and TV-service companies—since 2007.

Call Center training should be part of a broader CX management strategy and can deliver real financial benefits when not ...

Understand best practices for onboarding new call center agents as part of a broader CX management plan, with a focus on ...

The city of Aurora’s newly-launched “first point of contact” — called myAurora 311 — is now fielding around 400 calls each ...

With Cloud AI Studio, Genesys is betting that no-code, emotionally intelligent AI agents can finally fix the broken customer ...

The Qantas breach appears to be isolated to a third-party contact center that the airline uses for customer service queries.

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 ...

Hyatt cut 30% of US customer service staff, affecting ~300 roles amid industry shift to AI automation for cost savings.

Call center staffers in China told researchers they spend way too much time fixing mistakes by their AI assistants, which ...

New research and high-profile failures reveal AI in customer service often creates more work and damages trust, challenging ...