A fraud probe involving millions of dollars lost by victims in Maryland and across the U.S. leads to call centers in India.

Calabrio, the workforce and conversation intelligence company, today released findings from its latest The Voice of the Agent Report, revealing an industry in the midst of profound change with a ...

Yet only half of agents received a pay increase this past year compared to four-fifths of contact center agents in 2024.

Microsoft plans to introduce a call reporting feature in Teams by mid-March, allowing users to flag suspicious or unwanted ...

RICHARD GRENELL, the interim president of the Kennedy Center, pointed out on social media that Congress allocated $257 ...

The report also highlights a looming infrastructure crisis. While AI demands the elasticity of the cloud, only 41% of organizations are fully cloud-based. Furthermore, 48% of enterprises still lack a ...

The Iowa Victim Services Call Center offers 24/7 support to those in active crisis or with lingering issues from trauma, ...

Tulsi Gabbard, the director of national intelligence, brokered the call and President Trump directly questioned frontline agents on the inquiry, The Times has learned.

Agents report stronger communication, more development opportunities and a renewed sense of purpose as technology reshapes their work MINNEAPOLIS--(BUSINESS WIRE)--Calabrio, the workforce and ...

Microsoft releases new Dynamics 365 Contact Center routing controls, giving admins more precise control over consults and ...

At higher levels of maturity, contact centers transform from cost centers into drivers of competitive advantage. According to BCG, organizations that effectively prioritize CX have seen 50% higher ...

AMD ( AMD) is set to report fourth-quarter earnings on Tuesday, and investors will watch out for the company’s data center ...