California, Arizona, Colorado and Nevada joined a coalition that asked Congress to prohibit U.S. Immigration and Customs ...

A penny for the thoughts of our thankless call center workers. Long have they had to endure indignant customers fuming at them for problems beyond their control. Now they must suffer accusations that ...

For the first time in history, New Yorkers will be able to file discrimination reports over the phone with the launch of the ...

Soon, many patients might initiate contact with the health system not by speaking with a call center worker or receptionist, but with AI.

The city is using a tool with artificial intelligence to respond to more than 40 percent of its nonemergency interactions — ...

Call center agents are increasingly facing accusations of being AI chatbots, leading to heightened customer frustration and emotional distress for the staff.

Most people are able to apply online but only about a third of those who call reach a live person. The number of call center ...

Immigrants in Texas’s Rio Grande Valley are avoiding medical care due to intensified deportation efforts under the Trump ...

Labor Department data shows two-thirds could not reach agents in late June as staffing levels continue to decline.

Labor Department data shows two-thirds could not reach agents in late June as staffing levels continue to decline.

It all started with a puzzling poster on a traffic pole, a sneaky Reddit thread and a mysterious phone call from a ...