The real competitive advantage now lies in protecting your customers from that turbulence and making sure they feel ...

In the customer service realm, various studies have shown that call center agents are at a higher risk of suffering from mental health issues. One report suggested that more than 8 in 10 call center ...

CEO Christopher Nassetta said solving a problem for a guest makes them more loyal to a brand than perfect service.

MCI announced the appointment of Mark Misczak, a former senior Federal Emergency Management Agency (FEMA) executive under the Department of Homeland Security, as President, effective immediately.

Mitel CX 2.0 introduces new AI capabilities, virtual agents, and hybrid cloud options to streamline customer support.

MCI announced the appointment of Mark Misczak, a former senior Federal Emergency Management Agency (FEMA) executive under the Department of Homeland Security, as President, effective immediately.

Konecta is part of Kraken's BPO Partner Program (KBPP), a trusted network of Business Process Outsourcing (BPO) partners that are carefully selected based on their ability to meet Kraken's assessment ...

Learn proven de-escalation techniques and best practices that transform high-stakes customer escalations into resolution ...

Portions of the financial sector have been slow to embrace AI, but it could play a role in overcoming BPO challenges.

One of Canada’s largest private-sector unions is accusing WestJet of moving hundreds of Calgary-based call centre jobs to El Salvador, as part of a larger business plan to increase offshoring in ...