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.

The federal agency is floating a set of rules requiring companies to offer U.S.-based representatives and cap the volume of calls handled overseas.

Customer service agents are on the front lines for their brands — dealing with complaints, solving complex problems and managing emotionally charged conversations, often with limited tools and rising ...

Discover how contact center managers can use gamification strategies - from points and leaderboards to badges and team challenges - to boost agent engagement in training, accelerate skill adoption, ...

AI and automation are transforming contact center solutions, making customer service one of the most common ways that people will interact with AI in their daily lives. The advantages of well-executed ...

By David Shepardson WASHINGTON, March 4 (Reuters) - The Federal Communications Commission said on Wednesday it is considering limits on U.S. telecom firms' use of foreign call centers and requiring ...

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 ...

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 ...

Learn how contact center managers can reframe call center QA scorecards as personalized development roadmaps that drive agent skill growth, increase engagement, and build long-term career paths ...