From October 1, 2026, customer harassment countermeasures will no longer be 'recommended initiatives' but a mandatory ...

One healthcare apparel client uncovered a $130,000 annual savings opportunity after Customer Direct analyzed 100% of its calls with Happitu, the AI-powered analytics platform it helped launch as an ...

Contact center AI can cut costs and handle more volume, but rushed deployments risk frustrating customers, masking poor ...

Contact centers are essential for maximizing the benefits of artificial intelligence in customer service. With AI, human staff can focus on more complex issues.

But as anyone who has ever had frustrating conversations with a chatbot online or over the phone can attest, completely ...

"OJT is painful."What exactly are people searching for this troubled by?It might be a newcomer receiving OJT.It might be a ...

People are using AI to call customer service, negotiate bills, or cancel subscriptions. Companies are working out how to ...

As automation absorbs routine tasks, banking agents are left handling far more complex, high-stress customer interactions than ever.

FiCare Federal Credit Union says callers passed Fiserv's verification with stolen data and got fraud blocks lifted. Five ...

Verint® today announced it was recognized as a Leader across four 2026 ISG Contact Center Buyers Guide evaluations covering AI Self-Service, Contact ...

Sprinklr service isn't just commiting to AI explainability anymore, Sprinklr Autonomous Evaulation promises AI assurance ...

ISG, Telstra, Cresta, and ScorebuddyCX show why contact center AI now depends on workflows, QA trust, governance, and value.