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

It's not your run-of-the-mill scam — if there is even such a thing anymore. It starts out with a fake text, just like many scams do these days, but surprisingly morphs further into crooks even showing ...

A good general piece of advice: Keep calm, and always be polite. Call center employees are human beings doing a difficult job, so remind yourself that your beef isn’t with them, it’s with their ...

Deluxe’s journey from paper-based processes to cognitive automation with UiPath shows how established enterprises can evolve systematically - from simple RPA tasks to AI systems that make decisions - ...

When customer experience runs on a single metric, the business flies blind. Here’s how top performers see the whole picture.

Contact centers have evolved far beyond phone banks and scripts. A modern contact center is now integrated with AI, analytics and omnichannel communications that allow service agents to seamlessly ...

Crime rings are hiring accomplices to steal replacement debit cards from mailboxes or pick up old debit cards from homes as part of fraud schemes.

The Jackson City Council voted to take back control of the city’s water system. JXN Water had something to say about it.

(The Center Square) – An Ohio bill getting nationwide attention to give energy companies control of a customer’s thermostat got its first hearing Wednesday. The Ohio House Energy Committee took up Rep ...