Generative AI offers human-like conversations at scale—but can brands manage the risks without losing their authentic voice?

Commonwealth Bank of Australia has rowed back its decision to cut 45 contact centre jobs after finding that the AI-powered "voice-bot" designed to reduce calls actually led to an increase in work ...

Weapons actor Austin Abrams already knew the film's mystery before reading the script.

Customers form impressions based on how they're treated throughout an interaction. Their tone shifts when they feel heard and understood, or dismissed, yet traditional contact centre metrics often ...

As it turns out, South Africa’s call centres are not a bastion for John Connor’s resistance against AI. Instead, Judgement Day is coming for our graduates and young professionals.

But persistent reports of call-centre woes are raising questions about whether deeper cuts to the CRA’s work force are leading to worsening service standards, Mr. Boileau said.

The third aim of Mr Trump’s security theatre is to assist him in his frenetic, multifarious battle with the courts over the ...

'I’ve worked in a call centre for 10 years – never call at these times' If you're sick of being stuck on hold when calling up a call centre, an expert has shared the times you should avoid ...

Moderate Democrats want to make it clear that they oppose lawlessness on the street as well as in the Oval Office. Party ...

Sbusiso Leope, better known as DJ Sbu, is part of a social media campaign that's been pushing back on parts of the tobacco ...

More than 100 business leaders have urged the government to make the assault of any public-facing worker, from transport staff to call centre agents, a standalone offence.