The embedded training and coaching AI strengthen human-led delivery, especially for complex customer, member and ...

In today’s high-volume support environments, contact centers are grappling with a dual crisis: skyrocketing Average Handle Times (AHT) and severe agent burnout. When customer service representatives ...

As the year draws to a close, we reflect on the insights and advancements in customer service. This article highlights CMSWire's top 10 customer service and contact center articles of the year, ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

The proposed rule would require affected companies to disclose a customer service agent’s location and limit call volume from overseas contact centers, among other changes.

Amazon.com is getting into the contact center service business with Tuesday's announcement that it will make its contact center service technology available to other businesses. Amazon said the new ...

The FCC is also considering a rule that would require companies to tell customers when their call is being handled outside ...

The Federal Communications Commission (FCC) will seek to crack down on offshore call centers and illegal robocalls from ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. May 18, 2020, 01:43pm EDT May 18, 2020, 04:01pm EDT This ...

Federal telephone call centers provide better customer service than centers run by state and local agencies or private firms, according to a new study by the Purdue University Center for ...