Artificial intelligence is emerging as a source of anxiety among business process outsourcing (BPO) workers, as experts warn ...

To learn more about the CNBC CFO Council, visit cnbccouncils.com/cfo Many consumers say early experiences with customer support chatbots feel more like deflection ...

Quiq reports 12 best practices for call centers to enhance customer service, emphasizing empathy, efficiency, agent training, ...

Telus Digital is facing union and public criticism after reports revealed it used AI technology from Tomato.ai to alter offshore call-centre agents’ accents in real time without informing customers.

Motorola Solutions has bought HyperYou, a startup whose AI solution aims to help emergency call centers handle nonemergency calls. Terms were not disclosed. The acquisition of HyperYou brings together ...

African telecom operators face a unique retention challenge driven by intense competition and low switching costs. Consumers ...