Waiting on the phone for an hour or more to speak with a customer service representative is a waste of everyone's time. Try this instead.

AI as a sanity-checking ally. AI is being used to monitor agent stress, cognitive load, and burnout risk—acting as a real-time support system, not just a compliance watchdog. Reducing burnout, ...

The Board of Public Works approved a $3.9 million extension Wednesday of a call center contract ahead of an expected surge of ...

Call centers must balance optimizing performance with adherence to strict regulatory requirements-such as those specified in the Telephone Consumer Protection Act (TCPA), Telemarketing Sales Rule (TSR ...

An asylum seeker from Colombia had a court order preventing her deportation. Immigration agents didn’t seem to care.

Josh Myers was the starting center in Green Bay, but he signed with the Jets as a free agent earlier this month. Left tackle ...

A Tufts University student who was arrested by federal agents in Massachusetts last week was later located in a detention ...

As call centers worldwide face an ongoing challenge hiring and retaining top-performing customer service representatives, JOBehaviors, a pre-employment behavioral assessments provider, is offering a ...

The call centers that America's military veterans rely on to schedule appointments and arrange medical care may no longer ...