How the world’s largest call center operator is blending artificial intelligence with emotional intelligence

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

Leaping AI: The Voice AI Agent Platform That’s Jumping the Call Center Industry Forward

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

AI is shaking up call centers, but they aren’t hanging up on human agents yet

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Remote Call Center Workers Can Seek Early Review of Novel Ruling

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.

Amazon delves deeper into voice recognition, call-center work as COVID-19 drives cloud

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.