AI, automation and smarter staffing are flipping the old script — efficiency and customer experience no longer have to ...

When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

The Federal Communications Commission (FCC) is considering new rules requiring customer service agents to be based in the United States, with the proposition that Americans receive better support when ...

Checking out the top 10 most popular customer service/call center articles on CMSWire from 2022. Customer service and call centers have become an extremely important part of a brand’s customer ...

The embedded training and coaching AI strengthen human-led delivery, especially for complex customer, member and ...

Microsoft on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a ...

Insurance brand Aflac is piloting generative AI company-wide, including integrating it into its call center. SVP Keith Farley ...