For health insurance enrollment call centers, the Open Enrollment Period (OEP) is one of the most demanding times of the year. And preparation is everything. Success depends on how well teams handle ...

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 ...

Over the AI hype yet? Corporations everywhere definitely aren’t, particularly with the latest report that Microsoft saved a whopping half a billion dollars in the last year alone with the technology.

Intelligent Call Routing: The Tech Behind Faster, Smarter Call Centers Your email has been sent Key takeaways Intelligent call routing uses customer relationship management (CRM) context, agent state, ...

Imagine in the near future, you call a customer service number for a cruise line and are greeted by a highly knowledgeable, smooth-talking artificial intelligence (AI). In a fluid conversation, the AI ...

Adam Stone writes on technology trends from Annapolis, Md., with a focus on government IT, military and first-responder technologies. Agencies can apply artificial intelligence more strategically by ...

India bets AI will create enough new opportunities to offset job losses AI tools supplant jobs built on routine tasks in call centers, customer service IT training centers shift focus to AI skills ...