Most healthcare call centers still evaluate agent performance using narrow, speed-focused metrics, despite industry data ...

Advanced AI capabilities, machine learning and natural language processing technology are steering the transformation of AI contact center solutions. The rapid evolution of AI automation in healthcare ...

Doug Myers is a digital content producer for CBS Texas. A longtime journalist, Doug has worked for four newspapers in Texas and Louisiana and for three television stations in Texas. He has also spent ...

WASHINGTON — U.S. Immigration and Customs Enforcement aims to open a call center that would have a dedicated unit to track down unaccompanied migrant children with the help of state and local police, ...

Vulnerabilities in the contact center solution can result in authentication bypass and remote code execution. The networking company also warned of new attacks on previously patched firewall products.

The Veterans Affairs Department is developing a contract to expand the infrastructure for its call center platform, known as Genesys CX. VA wants interested bidders to respond by Nov. 5 to a new ...

Call center burnout isn’t just a staffing issue. It’s a warning light that today’s change management tactics aren’t keeping up. Across industries, companies face mounting pressure to rewire how ...

There’s no denying Apple’s reputation for producing some of the coolest and most cutting-edge tech for folks like you and me. From desktops and laptops to phones and tablets, there’s an Apple product ...

As Key Bankcontinues to move its platforms and systems into the cloud, it's starting to report tangible results. Last year, the Cleveland, Ohio-based bank fully transitioned its contact center ...

Who knew that scamming people could be as easy as picking the correct option from the dialogue tree? Work your way up to becoming a manager, or call the police and get your annoying colleagues out of ...

Have you ever found yourself repeating the words "speak to a human please" while on the phone with customer service? If so, you're among the roughly 70% of Americans who find interacting with ...