While voice AI agents are already able to automate simple requests, automating complex workflows is still elusive, meaning ...

Hotel chains test AI for routine tasks but struggle with data systems, cultural barriers, and distribution threats.

A new voice AI agent called Leaping AI is part of a movement bringing the call center industry into the age of sophisticated ...

Effective call center coaching techniques will turn call center QA insights into action, boosting agent performance, FCR, and CSAT, while elevating customer experience.

With the arrival of AI, the human headcount in the contact center—including people who might otherwise answer a call and talk ...

A survey of 2,000 Americans conducted between March 8 and July 8 shows that 16% of those surveyed believe 911 calls are being answered by AI instead of live dispatchers without disclosing, according ...

Public Storage benefits from significant competitive advantages. See here to know why PSA stock remains a solid hold for ...

Oracle introduces new cloud service for centralized network management and AI integration. Stock gains 2% as it addresses ...

Investing in agent well-being, engagement, and coaching (backed by call center QA) directly translates into higher CSAT/NPS, ...

Greetings. Welcome to Helen of Troy’s Second Quarter Fiscal 2026 Earnings Call. At this time, all participants are in a ...

The primary symptom of a heart attack is pain or discomfort in the center of the chest, Dr. Lloyd-Jones said. All the experts ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. The future of The Keep Call Centers in America Act may be uncertain, ...