The Trump administration wants customer service back in America. The awkward truth is that AI may get there first.

Are your CSRs truly helping customers, or are they spending half the day handling calls that should never reach them?

For years, the architecture of global financial fraud has operated in plain sight – not in dark alleys or hidden basements, ...

A single story can do more for your culture and your brand. Here's how empowerment drives customer service and brings your customers back.

Thousands of customers have called the Baltimore Gas and Electric Company’s customer call center in the past year; many were met with hourslong wait times and unfulfilled promises from BGE to call ...

Some fraudsters don’t know when to stop. This call center employee has had enough of scammers trying to buy expensive items using other people’s cards, so he created a clever script to immediately get ...

The Philippine BPO industry has entered a new era of Intelligent Outsourcing. The traditional cost-focused call center model has evolved into a high-value hybrid ecosystem where Agentic AI resolves 75 ...

Adam Stone writes on technology trends from Annapolis, Md., with a focus on government IT, military and first-responder technologies. The University of California, Riverside has transformed ...

Janay Reece came back home to Baltimore to join WJZ in August 2023. Before coming back to the Charm City, Janay was a morning anchor and reporter for WDBJ7 in Roanoke, VA. She joined the WDBJ7 morning ...

Samsung Electronics America, in partnership with Harte Hanks, recently opened a new customer service call center in Mauldin. The 14,000-square-foot facility at 701 Brookfield Parkway, near Woodruff ...

India bets AI will create enough new opportunities to offset job losses AI tools supplant jobs built on routine tasks in call centers, customer service IT training centers shift focus to AI skills ...

Secure instant scalability for your support team, which cuts operational costs while guaranteeing high-quality service during any traffic spike. Implement AI in phases, starting with simple tasks like ...