Call Center training should be part of a broader CX management strategy and can deliver real financial benefits when not ...

The million dollars didn’t materialize, but connections did. Needing work, he took a telemarketing job at a company called ...

Most retail leaders do not expect their customer service scripts to carry legal consequences. After all, they are meant to be ...

To understand how AI will reshape the future of work, there are few better places to start than India’s $280 billion business ...

Customer service representatives have been impacted by rising digital technology over the years. This has put call center employees under heavy surveillance to increase speed of service. A new book ...

You know the type – maybe a call from your boss, a potential new employer or news of a loved one who’s due to give birth. In these situations, I usually stare at my phone, willing it to ring.

Journal Editorial Report: Paul Gigot interviews Gen. Jack Keane (Ret.) “If you can keep your head when all about you / Are losing theirs and blaming it on you . . . ” These lines from Rudyard ...

Legislation (HB 1091) signed Friday by Gov. Ron DeSantis makes it official, including 988 helplines in the state’s panoply of mental health services. The bill was sponsored in the House by Rep. Karen ...

Trump, who turned 79, said: "President Putin called this morning to very nicely wish me a Happy Birthday, but to more importantly, talk about Iran." ...

We present a method to estimate the perceived listening quality by a subscriber at the end of a common voice telephony conversation. This method was recently introduced in ETSI STQ mobile and was ...

Sam Altman floats new concept of ‘AI privilege’ allowing for confidential conversations between models and users, similar to speaking to a human doctor or lawyer.