The Federal Communications Commission (FCC) will seek to crack down on offshore call centers and illegal robocalls from ...

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

The proposed rule would require affected companies to disclose a customer service agent’s location and limit call volume from overseas contact centers, among other changes.

On July 29, 2025, Sens. Ruben Gallego (D-AZ) and Jim Justice (R-WV) introduced the Keep Call Centers in America Act of 2025. The act targets the offshoring of call center operations, imposes new ...

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

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

Across healthcare, the first interaction with a patient begins with a phone call. For decades, those calls have been the front door of patient access, the place where care begins. Yet phones have ...

The busy season can make or break a call center. Call volumes spike, schedules tighten, and every interaction is important. In the trades industry—where HVAC, plumbing, and electrical calls require ...

The new sales channel enhances nationwide reach and scalesrevenue, complementing its direct store delivery (DSD) distribution model. The initialrevenuepotential of 10 seats is estimated to generate ...

Welcome to CMSWire’s dedicated channel for AI in Call Centers. This is your go-to destination for the latest developments, expert analysis and real-world applications of artificial intelligence in ...

Two call centers closed their doors in Cheektowaga this week as the customer service work they performed migrated south. Cingular Wireless and Telespectrum Worldwide announced the closings would ...