About 660 Americans reported losses tied to the operation, but many more may not have come forward.

Travel Outlook has launched BLACK MARIGOLD Hotel Call Center Software, a new solution designed to help hotels convert guest ...

New research from SuccessKPI and CMSWire evaluates contact centers across 7 benchmarking areas for a holistic view of how ...

Wells Fargo & Company ( WFC) Q3 2026 Earnings Call October 13, 2026 10:00 AM EDT Welcome, and thank you for joining the Wells Fargo Third Quarter 2026 Earnings Conference Call. [Operator Instructions] ...

Bell Integration today announced the launch of Nubirix, a transformation intelligence platform that replaces guesswork and ...

Heavy-duty repair shops can now run their books in the same system as their work orders, invoices, and payments ...

This is the 10th entry in my diary of studying for the Contact Center Certification.Last time, I wrote about how a 95% response rate alone doesn't necessarily mean that customers are having a ...

Picture a supervisor with a headset on and a coffee going cold, scrubbing through a recording from three weeks ago at double ...

Running a contact center means managing demand that changes constantly. A queue can look fine at 10:00 and be understaffed by 10:15. Add chat, SMS, email, and social channels, and the planning problem ...

StorageVault's Farah Ahmed went from taking calls to running nine voice AI agents. He explains what changed and what didn't.

Global call center headcount is 5.3% below its December 2023 peak, ending more than a decade of growth. It has fallen year ...