Chatbots will increasingly empower rather than replace call centre agents as more organisations come to grips with the limitations of the technology. That is according to Sami Ammous, Avaya’s ...

Recognising that stress and burnout are common in the workplace, and even more so within contact centre employees, collaboration and contact centre technologies provider Webex has unveiled AI-powered ...

Home agents more reliable, report claims... The trend for call centre workers to be based from home is set to increase rapidly over the next five years as businesses look to cut customer service costs ...

In the press recently there was a story about Seattle-based financial tech firm Gravity Payments CEO and founder, Dan Price, who recently announced that over the course of the next 3 years he is going ...

New York | Armen Kirakosian remembers the frustrations of his first job as a call centre agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and ...

I AM speaking to a man on the phone – but he’s not the only one listening. As I talk, software is analysing my voice, measuring the speed of my speech, and building a graph that shows how the ...

Unifor opened collective bargaining today with Air Canada on behalf of customer service agents, who work at airports, call ...