A new bipartisan bill, called the "Keep Call Centers in America Act of 2025," introduced by Sen. Gallego and Sen. Jim Justice ...

Transform customer engagement, enhance operational efficiency and service quality, with Microsoft Dynamics 365 Contact Center.

Contact center SaaS includes VoIP calling with third-party integrations, analytics and reporting tools, and call management and automation tools to streamline workflows.

Generative AI is transforming the contact center. Learn more about how this new technology is making a huge impact on customer service. Written by eWEEK content and product recommendations are ...

Customer service centers, on the other hand, handle user requests, maintain relationships, manage feedback, and ensure a smooth experience for previous and existing customers.

For contact centers, the gig economy model that’s changing the game is GigCX. As agents demand flexibility and businesses require flexibility to meet unpredictable customer demand, GigCX seems ...

In a different call center, Kevin Asuncion transcribed medical visits from half a world away, in the United States. You can get used to the hours, he said in an interview last year: 8 p.m. to 5 a.m.

As the tech stack grows, so does the risk of complexity without clarity. To avoid chasing trends, leaders must focus on ...

CEOs and CFOs target contact centers for reductions in force because these departments are generally one of the largest employers in organizations, and people are expensive. It’s fair to assume that ...

Rich Hein: Hello and welcome to “Beyond the Call,” where the go-to show for insight, trends, and actionable advice in the customer service and support industry. I'm Rich Hein, your host, and ...