The Defense Department is setting up a temporary call center next week to help military families with change-of-station moves ...

Skipping the call queue and getting hold of a real person fast can be quick and easy if you know the right phrases to feed ...

As the tech stack grows, so does the risk of complexity without clarity. To avoid chasing trends, leaders must focus on ...

The Social Security Administration has come under fire for AI phone glitches, long call times and website outages.

The next time someone calls the non-emergency police line, it could be AI that answers. Hyper emerged from stealth on Monday ...

Engaged employees deliver better customer service. Companies in the top 25% of employee engagement have 10% higher customer ...

New Medicaid rules will require 18.5 million people to prove they meet the requirements every year—and that portends a ...

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 ...

Volaris moved its customer service to primarily digital channels, including messaging platforms and social media. Eighty-five percent of Volaris digital customer interactions are handled immediately ...

Five9's 2Q25 results are likely to beat consensus, while concerns regarding the substitution of human agents with AI are ...

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