Renowned architect, systems theorist, author, designer, inventor and futurist Buckminster Fuller said, “You never change things by fighting the existing reality. To change something, build a new model ...

For customers, they mean great service in a matter of minutes from the comfort of home or the office instead of trekking across town, fighting traffic, avoiding the window washer guys, parking the car ...

With increased market competition and the rise of challenger banks, traditional financial institutions must differentiate themselves by keeping, or even out-pacing, consumer demand and ever-evolving ...

Rogers customers say they’re furious about what they say is a lack of customer service — spending hours and hours trying to ...

Microsoft on Tuesday (June 4) said it will introduce new artificial intelligence tools for customer service call centres. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology ...

Last year, the chief executive of Indian technology firm Tata Consultancy Services, K Krithivasan, told the Financial Times that AI may soon mean that there is "minimal need" for call centres in Asia.

India has long been a favoured choice for contact centre outsourcing, being the world's largest democracy and a key global economic power. However, the sector has changed, as has the technology that ...