Low connect rates can be mission-critical for home improvement companies looking to maintain or grow their business.

Mark Speare, a fintech executive with experience across B2B and B2C SaaS, customer success and trading technology, examines ...

New white-label platform analyzes 100% of customer conversations and delivers tasks, alerts, coaching, and executive ...

Two high-profile Democrats are calling for the U.S. Immigration and Customs Enforcement (ICE) officer involved in a fatal Wednesday shooting in Minneapolis to be prosecuted. Rep. Alexandria ...

Generative AI and agentic AI have several use cases in the contact center, two of which include improving self-service and augmenting the human agent. However, these use cases rarely intersected. “You ...

The Baltimore Ravens made a significant move on Tuesday, firing coach John Harbaugh after 18 seasons. Harbaugh, the winningest coach in Ravens history, immediately vaults atop the list of available ...

We collaborate with the world's leading lawyers to deliver news tailored for you. Sign Up for any (or all) of our 25+ Newsletters. Some states have laws and ethical rules regarding solicitation and ...

European law enforcement authorities dismantled a fraud network operating call centers in Ukraine that scammed victims across Europe out of more than 10 million euros. Authorities from the Czech ...

Imagine working in a call center where you have a script to follow. Would you read it word for word, or would you deviate from the script to sound more natural instead of robotic? In this story, one ...

Data protection platform AvePoint has launched a command center to help organizations monitor artificial intelligence agents, addressing security risks and rising expenses as organizations deploy more ...