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 ...

CLogic, the leading AI-powered contact center platform purpose-built for ServiceNow®, and ScreenMeet, the only ServiceNow native provider of AI and video-based remote support, today announced the ...

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.

In terms of automations, Toolstation currently has 542 automations running, from moving and assigning tickets, to responding ...

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 ...

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

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

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.