Despite advances in AI and automation, contact center agents remain frustrated by high volumes of manual, repetitive tasks and poor work-life balance. Nearly one-third of agents (31%) surveyed say ...

New platform shatters the decades-old 'AI handles it or a human handles it' model - introducing a third paradigm where AI ...

Some fraudsters don’t know when to stop. This call center employee has had enough of scammers trying to buy expensive items using other people’s cards, so he created a clever script to immediately get ...

NEW YORK (PIX11) — A more than month-long government shutdown has forced TSA agents around the country to go weeks without pay, leaving air travelers to pay the price. TSA agents have been calling out ...

TSA agents have experienced a 500% increase in assaults since the shutdown began. The agency's boss also told Congress the shutdown has led to the highest wait times in TSA history. Houston Airport's ...

The Federal Communications Commission advanced a plan to bring outsourced call center jobs back to the U.S., voting Thursday to open the proposal to public comments and paving the way to adoption ...

As contact center AI surges toward a $13.5 billion market, Cresta's new Knowledge Agent aims to solve one of the industry's oldest problems. Cresta's new Knowledge Agent aims to solve a persistent ...

A senior Iranian police commander recently told an agent of Israel’s renowned Mossad intelligence service “I swear on the Koran I’m not your enemy” and begged the Jewish state to “please come help us” ...

CLAYTON COUNTY, Ga. — The partial government shutdown has meant long security lines at airports across the country, including the world’s busiest airport. Channel 2’s Lori Wilson was at ...

Krisp today announced customer-side Accent Conversion, a real-time, inbound Accent AI capability designed to improve agents’ comprehension during live customer calls. The launch addresses a persistent ...