Typing is the hidden bottleneck in your contact center. You don’t see “keystrokes per minute” on a single dashboard, but you ...

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 ...

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

SS Support Network provides round-the-clock inbound and outbound call center services across the United States, ensuring no missed calls, no service gaps, and no disruption to patient care. Every call ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

DIfferentiation beyond AI is essential when companies have access to the same platforms. Leveraging employees in the customer ...

The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...

Cleco will close some customer service offices on Monday, Jan. 26, and suspend service disconnects through Monday, Jan. 26.

New orchestration engine blends AI with 20,000+ agents to help enterprises test and scale contact center solutions.

An IRS watchdog told Congress last year that the discarded metric is “misleading,” and "does not accurately reflect the experience of most taxpayers who call." ...

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 ...

Pacific Gas & Electric customers are going to see changes to their electricity rates starting in March, according to an email ...