I've had a lot of people ask me recently about phone jobs from home where it's possible to work night shift. This is a b ...

While voice AI agents are already able to automate simple requests, automating complex workflows is still elusive, meaning ...

With the arrival of AI, the human headcount in the contact center—including people who might otherwise answer a call and talk ...

Amazon.com Inc on Tuesday announced voice recognition as part of a suite of call-center services for businesses, as the company sees growing demand for its cloud tools during the coronavirus pandemic.

Contact centers have evolved far beyond phone banks and scripts. A modern contact center is now integrated with AI, analytics ...

A new voice AI agent called Leaping AI is part of a movement bringing the call center industry into the age of sophisticated ...

Since 2023, Teleperformance has been widely adopting AI across internal and client operations—how is the company keeping its ...

Remote call center workers secured permission to seek early appellate review of a federal district judge’s novel ruling that limited which off-the-clock tasks count as part of their workday.

The director of the Office of Unified Communications (OUC) says that on average call pickup time is 4.4 seconds down from ...