The Social Security Administration says it has cut the time it takes to answer calls and reduced a backlog of disability ...

For this we have the automatic call distributor to thank. The invention of this device in the mid–20th century allowed for ...

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

When you have a customer asking questions, or even more importantly, having a problem with your company, the most powerful thing you can do is pick up the phone.” ...

Rogers is replacing hundreds of its Canadian customer service agents with AI chatbots, leading to mass layoffs and growing backlash from former employees who say they were used to train the very tech ...

When choosing the 10 best domestic airlines in our annual "World’s Best Awards" survey for 2025, readers favored those with ...

The AI system would replace WPS’s current voice-response program for non-emergency calls, which prompts callers to press ...

My new series, The AI Advantage in Telco, explores how AI is becoming the strategic brain behind telecom’s most critical ...

That Dropped Call With Customer Service? It Was on Purpose. Endless wait times and excessive procedural fuss—it’s all part of a tactic called “sludge.” By Chris Colin June 29, 2025 ...

JAMESTOWN, N.D. (Chamber) -Members of the Jamestown Area Chamber of Commerce Ambassador Committee presented the July Customer ...

The invisible revolution in HVAC operations has begun. The contractors who embrace it will discover that growth no longer ...