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

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the trust. The problem for your contact center agents isn't artificial ...

Discover how AI voice analytics enhances contact center efficiency. Explore use cases across various industries and understand how they can benefit your team. Gone are the days when contact center ...

Facing major budget shortfalls, Denver is cutting back hours and staff for the 311 call center and looking to leverage an ...

The Federal Emergency Management Agency plans to award a call order under a blanket purchase agreement to provide contact center support to respond to a surge of incoming calls during disaster ...