In response to the GAO findings, the VA promised to assess the outcomes of calls to the complex unit compared to the main line and make changes to staffing and procedures based on the assessment.

Understand best practices for onboarding new call center agents as part of a broader CX management plan, with a focus on ...

Some City of Richmond phone lines are unable to take calls as of Tuesday morning, according to a city spokesperson.

Data from Quantum Metric’s latest survey uncovers the reasons why companies need to prioritize digital improvements for their contact centers.

With this valuable information, any company in any industry can learn from the investment Verizon is making in customer ...

President Donald Trump is complaining about technical difficulties he experienced while trying to hold a conference call with ...

Call Center training should be part of a broader CX management strategy and can deliver real financial benefits when not ...

Generative AI is redefining what’s possible in customer service. Offering more than incremental improvements, it unlocks a ...

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of ...

According to a press release, House Bill 349, also known as the Call Center Protection Act would require notification of relocation of all call centers in Ohio and disqualification of tax benefits for ...

Customer service representatives have been impacted by rising digital technology over the years. This has put call center employees under heavy surveillance to increase speed of service. A new book ...

Broward County improves E-911 system with auto call-back for dropped 9-1-1 calls to ensure ... is responsible for the management of the infrastructure needed to operate the E-911 call centers.