As shoppers continue to rely on convenient online services, one-day shipping and AI-driven customer service, the expectations of consumers have shifted, leading them to settle for nothing less than ...

Contact Center AI Tools Are Only as Accurate as the Knowledge Behind Them Austin, United States - May 1, 2026 / Upland ...

It was the kind of problem that most colleges and universities would love to have. A few years ago, the Mitchell E. Daniels, Jr. School of Business at Purdue University, then known as the Krannert ...

Contact centers now face a management gap: AI agents proliferate, but oversight tools remain designed for human-only workforces. Talkdesk on March 10 announced the CXA Operations Center and enhanced ...

This exclusive webinar is designed for contact center leaders and operations professionals seeking innovative solutions to scale for high call volume, reduce agent training costs, and boost essential ...

Contact center as a service vendor Amazon Connect debuted multiple new features today, including Predictive Insights (PI), Assistant for Managers (AM), Testing and Simulation (T&S) and Conversational ...

Government contact center operations have long been stretched thin by escalating pressure to control bottom-line costs. But the effects of the pandemic — and the subsequent unemployment and health ...

Trevor Clark is the Founder and CEO of ShyftOff, a flexible, on-demand outsource solution for contact centers and customer support teams. Outsourcing is a strategic decision that many contact center ...

The federal government is finally pursuing the robocall avalanche, which is encouraging. But it may take a while, maybe a year or more, for consumers to trust incoming calls are not scams. Consumers ...

The Centers for Medicare and Medicaid Services has issued a draft solicitation for a potential 10-year, $5.4 billion recompete contract for call center operations support, Bloomberg Government ...