Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the trust. The problem for your contact center agents isn't artificial ...

Customer service agents are on the front lines for their brands — dealing with complaints, solving complex problems and managing emotionally charged conversations, often with limited tools and rising ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

A few weeks ago, a Filipino BPO worker sparked a heated discussion on Reddit with a chilling prediction: “I keep saying this… AI will replace the BPO industry.” For many in the sector, this isn’t just ...

Imagine in the near future, you call a customer service number for a cruise line and are greeted by a highly knowledgeable, smooth-talking artificial intelligence (AI). In a fluid conversation, the AI ...

The federal agency is floating a set of rules requiring companies to offer U.S.-based representatives and cap the volume of calls handled overseas.

There was a time when call centers were built primarily to handle large volumes of customer queries by phone. Today, contact centers have largely replaced them – the operational hubs where businesses ...

Analysts said the proposal, aimed to reduce fraud and language barriers, could drive companies toward automation.