Artificial intelligence is transforming call centers by streamlining tasks and improving customer service. Still, there is a ...

Who wants to talk to AI? We may soon find out if a new bill proposed by Senators Ruben Gallego (D-AZ) and Senator Jim Justice ...

Remote call center workers start their day not when they turn on their computers, but when they load the first program they ...

Empathy is the performance engine of modern contact centers. When taught through targeted training, reinforced by coaching, ...

If CX is the promise, agent resilience is the fuel that powers call centers to deliver on it. Yet, burnout remains a chronic issue that requires a effective strategy.