Maximize customer loyalty by learning how strong contact center leadership defines the CX vision, empowers agents, and strategically uses Call Center QA data for continuous performance improvement.

Specialty provider groups reimagining call center operations use AI to automate scheduling and improve patient access without adding staff.

MUMBAI, (IANS) – The streaming documentary ‘Bogus Phone Operators’ unravels one of the biggest call center scams in India. The documentary exposes the ‘Thane Call Center Scam’ and goes behind the ...

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

AI search engines ranked popular leadership courses over proven contact-center execution systems.

At a startup office in this Indian city, developers are fine-tuning artificial-intelligence chatbots that talk and message ...

How does change management and a strategic pause lead to better outcomes for contact centers? Learn about readiness, results ...

ROA measures profit relative to a company's total assets; higher ROA indicates better financial efficiency. ROA is calculated with either net income and total assets or with net profit margin and ...

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.

The Department of Labor Wage and Hour Division recently released an opinion letter regarding calculation of hours of FMLA leave for individuals whose schedules include mandatory overtime and who may ...

Taylor O’Neal, a leader in organizing the union for MAC employees, says a key goal is to increase average pay from about $18 an hour to $25 an hour. (IBJ photo/Chad Williams) The Mayor’s Action Center ...

Two senior officials working at the Canada Revenue Agency say the agency surpassed its target for answering more calls from ...