Major business groups representing the Philippine outsourcing sector have pushed back against a US plan to bring customer service jobs back home, arguing that the proposed rules unfairly target ...

For decades, the agent role has been designed around endurance. Take the next call. Find the right answer. Calm the customer down. Document everything. Stay compliant. Keep the queue moving. Be ...

Bitdefender data shows that many scam operations follow a predictable work schedule - like a traditional office.

Tekvision today announced the launch of the Flow Suite, a pair of testing and assurance products for contact centers, which the company plans to showcase this week at Customer Contact Week in Las ...

Clarity has released AI Agent QA, a tool that evaluates 100 percent of voice and text interactions against a company's own scoring rubric. The ...

With Voices for Customer Experience, AI agent platforms receive fully consented, studio-grade voice recordings from professional talent - ready to clone and deploy across their products for enterprise ...

One part of the business that's often helpful to automate is your customer service, especially for simple, general questions ...

Five9 launched a new release of its Voice AI Agents on June 23 at Customer Contact Week in Las Vegas. The release targets enterprises looking to move beyond scripted bots and legacy Interactive Voice ...

Revin's AI voice and SMS agents engage every homeowner lead in seconds, backed by an omnichannel platform that meets customers where they are across voice, SMS, and email, booking appointments ...

The president promised to save “Black jobs,” but his policies have resulted in fresh pain for the Black middle class as the ...

New Zoom Virtual Agent capabilities help organizations build AI agents faster, optimize performance over time, and deliver more personalized ...

Independence Day revelers can expect a massive security presence in the District this weekend, as the nation’s capital ...