Thanks to artificial intelligence, the 29-year-old from Athens, Greece, is no longer writing notes or clicking on countless ...

Psychometrics enables data-backed CX and call center QA strategies that are actually tied to real business metrics.

For example, call center automation can assist with routing calls and follow-up with customers when agents or supervisors are occupied with other tasks. How does AI enhance call center automation?

Arlington County's 911 call center uses AI to handle non-emergency calls, reducing dispatcher workload by 16,000 calls in the first quarter compared to last year.

Armen Kirakosian recalls the challenges of his early days as a call center agent nearly a decade ago: upset callers, endless menu navigation, and manually jotting down notes after every call.

The Access Challenge Healthcare Cannot Ignore Even with expanded digital tools, healthcare call centers are still the main and often most strained access point for patients. Whether confirming or ...

Labor leaders representing state workers said the state isn’t engaging the union early enough in AI discussions. The Newsom ...

The new virtual assistant uses artificial intelligence to respond to tax queries. The state Department of Tax and Fee ...