To drive First Contact Resolution (FCR), organizations must pivot from compliance-heavy checklists to outcome-driven QA ...

BALTIMORE, MD-A high-level joint operation between United States federal agencies and Indian law enforcement has led to the dismantling of a massive international scam network. On February 2, the FBI ...

Some fraudsters don’t know when to stop. This call center employee has had enough of scammers trying to buy expensive items using other people’s cards, so he created a clever script to immediately get ...

Good day, and thank you for standing by. Welcome to Genscript 2025 Annual Results Conference Call. [Operator Instructions] Please be advised that today's conference is being recorded. I would now like ...

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, ...

Federal Communications Commission Chairman Brendan Carr made his case on Tuesday that overseas call centers pose potential national security risks because they may be compromised by foreign actors.

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The FCC is considering new rules on the use of foreign call centers by U.S. telecom companies. Potential requirements include American Standard English proficiency for foreign customer service workers ...

WASHINGTON, March 4 (Reuters) - The Federal Communications Commission said on Wednesday it is considering limits on U.S. telecom firms' ‌use of foreign call centers and requiring foreign-based ...

Local officials in Kansas City celebrated when a development company abandoned plans last week to sell a warehouse to the U.S. government for the purpose of becoming a 7,500-bed immigration detention ...

Humana is launching an artificial intelligence tool that aims to help its call center workers answer beneficiaries’ questions about their coverage, the insurer said Tuesday. Agent Assist, developed in ...