The Federal Reserve is racing to keep pace with a new kind of systemic risk, as OpenAI’s leadership warns that generative ...

Imagine working in a call center where you have a script to follow. Would you read it word for word, or would you deviate from the script to sound more natural instead of robotic? In this story, one ...

Today’s contact center agents have a much more profound impact on customer satisfaction and retention, and brand reputation. That’s largely due to the fact that customers have a much lower tolerance ...

The call center is expected to receive and process 6,000 to 7,000 calls per day. U.S. Immigration and Customs Enforcement plans to establish a "National Call Center" in Nashville, Tennessee, to help ...

UPDATE: Activision and Paramount Pictures have officially announced that Taylor Sheridan will write and produce the Call of Duty movie with Peter Berg, who will also write, direct and produce the live ...

The day the Oklahoma Tax Commission (OTC) launched its new cloud-based call center, its Taxpayer Resource Center processed 105 more calls than usual and reduced its time to write call summaries. The ...

In 1969, a now-iconic commercial first popped the question, “How many licks does it take to get to the Tootsie Roll center of a Tootsie Pop?” This deceptively simple line in a 30-second script managed ...

While call centers and BPOs are one of the biggest industries in the Philippines, that might be in danger with the United States’ Keep Call Centers in America Act of 2025. Proposed by Senators Ruben ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

Two days after deadly Texas floods, the agency struggled to answer calls from survivors because of call center contracts that weren’t extended. By Maxine Joselow Two days after catastrophic floods ...