BPO workers say AI tools are monitoring their calls, assisting them with customers, and scoring their performance.

Businesses are turning to AI chatbots to deal with customer service. The new tech saves them money, but it's leaving a lot of ...

Derek Corcoran, Founder and CEO, Scorebuddy + Philip Gardiner, investment Director, Foresight Investment will enable Scorebuddy to accelerate AI innovation and fuel ambitious growth plans ...

HotelPlanner co-CEO Tim Hentschel explained the evolution of AI booking service HotelPlanner.ai and how it complements the ...

CAMPBELL, Calif.--(BUSINESS WIRE)--8x8, Inc. (NASDAQ: EGHT), the industry's most integrated Platform for CX that combines ...

Operating in the cloud also opens the door to more flexible payment models, such as consumption-based pricing—an attractive ...

Google AI sales and GenAI technology for agentic AI, chatbots, BigQuery and LLM models are driving Google Cloud revenue for ...

Feedback is one of the most powerful tools in call center coaching. When delivered effectively, it helps agents improve their ...

Monitoring call times, optimizing agent schedules, timely analytics, not to mention the ability to view the entire customer ...

A Quechan Casino customer returned $1,200 in cash overpaid by a casino employee. Imperial County Sheriff's Office activity logs read casino staff reported a petty theft case at 9:40 a.m. on November ...

High-profile vendors are headed towards fully automating the customer service experience. Time to think about what experience management really means.