As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...

Voiso, the AI-powered contact center platform trusted by global enterprises, has released its perspective on the reports ...

Amazon.com is getting into the contact center service business with Tuesday's announcement that it will make its contact center service technology available to other businesses. Amazon said the new ...

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.

The Department of Veterans Affairs is seeking industry input on the Genesys Cloud Customer Experience platform.

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Contact centers substantially impact the customer experience, but ...

Call-center employees face stressful situations on a daily basis — irate customers, high targets and more. What skills can help them cope? Call-center employees have rightfully been heralded as the ...