As the year draws to a close, we reflect on the insights and advancements in customer service. This article highlights CMSWire's top 10 customer service and contact center articles of the year, ...

When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...

Companies that respond to these trends now will be better prepared to succeed and maintain their competitive advantages. Smart organizations view their contact centers as their first lines of defense ...

Microsoft on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a ...

When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

AI thrives on data but feeding it the right data is harder than it seems. As enterprises scale their AI initiatives, they face the challenge of managing diverse data pipelines, ensuring proximity to ...

The Federal Communications Commission (FCC) announced Thursday it is moving to onshore U.S. call center jobs and implement English proficiency requirements for call takers. The FCC voted to launch a ...

NEW YORK (AP) — 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 ...

Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...

PHILADELPHIA (WPVI) -- From state unemployment offices to the IRS, complaints about call centers are, high but what about companies that don't have call centers at all? A growing number of companies ...