Keeping a contact center running smoothly is no easy feat. It takes a tremendous amount of effort to oversee agents and provide tailored coaching while ensuring that all customer interactions are ...

A 70-year-old California man got a call from someone claiming to work for “McAfee Security.” Days later, deputies said, he ...

Anyone who’s ever worked in a contact center or call center knows how difficult it is when call volume starts to rise quickly. Which callers do you prioritize first? What if there aren’t any more ...

Twilio CEO Khozema Shipchandler joins 'Squawk on the Street' to discuss the company's success amid the software downturn, how ...

In a decision that might have the potential to shape future privacy litigation brought under state wiretapping statutes, a ...

Despite the breach, city leaders say the new consolidated 911 call center will be online by the June 6 deadline.

New York hospital nurses say this move is just the "tip of the iceberg" ...

The threats to the local industry that’s keeping millions of our young people profitably employed have been festering for some time now. One of these is the threat of AI on the voice part of our BPO ...

Comtech's Allerium shift, pending S&S sale and public-safety focus sharpen its story, but weak sales and soft bookings keep ...