For India, an outsourcing hub, the move signals potential disruption in the global business process outsourcing (BPO) ...

The Federal Communications Commission voted Thursday to look into the use of offshore call centers and ways to require phone ...

As the California Office of Emergency Services (Cal OES) investigates the scope of public safety concerns plaguing its “Next Generation 911” network, police records obtained by the NBC Bay Area ...

D.C.’s beleaguered 911 center has experienced outages and connection issues eight times this year, ranging in duration from 20 minutes to five hours, with the most recent glitch occurring Friday, ...

Jersey City is taking major steps in addressing shortcomings at its beleaguered 911 emergency call center, hiring 20 people to raise both woefully short staffing levels and employee morale. New Local ...

Frustrated D.C. residents continue voicing concerns and fears over the District’s 911 call center, saying their calls are still being dropped or never answered. One D.C. council member says she wants ...

Contact center analytics can help you make data-driven decisions. Learn how to interpret key metrics and solve pressing problems with data. Contact center analytics is the systematic collection and ...

Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

Why it matters: Stories about AI's capabilities being overhyped are becoming increasingly common. After recently hearing that many agentic AI projects fail to live up to expectations, customer service ...

WASHINGTON – The Defense Department is setting up a call center next week to help several hundred military families struggling with change of station moves as the department looks for a long-term ...