It feels like the more technology a company deploys in its call center, the more it results in the worst customer experience possible. What used to be a personal conversation with a specific person is ...

Learn exactly how automatic speech recognition allows call centers to take advantage of voice data and better serve customers. Automatic speech recognition (ASR) technology has gotten a lot better in ...

Smart businesses recognize the value of outsourcing, as this can lead to huge cost reductions. Some lack the internal resources to meet customer expectations, while others can no longer handle the ...

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For health insurance enrollment call centers, the Open Enrollment Period (OEP) is one of the most demanding times of the year. And preparation is everything. Success depends on how well teams handle ...

The latest deal in government technology has a company known for Tasers and body cams buying a young, well-funded firm seeking to bring more AI into emergency communications. Axon says it has inked a ...

Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...

Call center firm Teleperformance SE is rolling out an artificial intelligence system that “softens English-speaking Indian workers’ accents in real time,” aiming to “make them more understandable,” ...

While much of the world was thrilled by the 2022 release of ChatGPT, and with it the dawning of a new era of technology, the reaction in the Philippines was closer to fear. Consultancy firms and banks ...