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 ...

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

A local call center is helping those impacted by Hurricane Milton. KATU-2 reports Operation Blue Roof call center is helping coordinate resources for those affected from right here ...

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of ...

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 ...

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

The company's contract is performance-based and uses a tiered payment structure. Conduent receives higher payments as completed call center contracts increase and receives penalties if certain metrics ...