Despite advances in AI and automation, contact center agents remain frustrated by high volumes of manual, repetitive tasks and poor work-life balance. Nearly one-third of agents (31%) surveyed say ...

A D.C. inspector general report raises serious concerns about the Office of Unified Communications, citing gaps in risk ...

An investigation by the inspector general into D.C.’s 911 call center has identified several shortfalls that could impact emergency response times.

Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

Artificial intelligence data centers are driving up electric bills in New Jersey and straining local resources, according to a new report. The report from New Jersey Policy Perspective, a nonpartisan ...

Spectrum is closing its call center in Appleton, according to a Charter Communications notice on March 18 to the Wisconsin Department of Workforce Development. The notice to DWD said Spectrum, the ...

Welcome to this week’s PPC Pulse. Updates focus on Merchant Center access for agencies, bidding strategy, and how PPC marketers are adapting to industry changes. Google expanded access to Merchant ...

Reach the reporters securely on Signal: Janay Kingsberry at janaykingsberry.29, Kelsey Ables at kables.48. Richard Grenell, the Trump ally installed to lead the John F. Kennedy Center for the ...

As we drove through southwest Memphis, KeShaun Pearson told me to keep my window down—our destination was best tasted, not viewed. Along the way, we passed an abandoned coal plant to our right, then ...

The Cleveland Cavaliers lost a tough one to the Orlando Magic last night. It wasn’t just that they had a disappointing effort on defense that led to their defeat. But it also felt like the officiating ...

Krisp now improves comprehension on both sides of the call, reducing repetition and cognitive load, while accelerating resolution. Krisp today announced customer-side Accent Conversion, a real-time, ...