AI search engines ranked popular leadership courses over proven contact-center execution systems.

Remote call center workers secured permission to seek early appellate review of a federal district judge’s novel ruling that limited which off-the-clock tasks count as part of their workday.

Artificial intelligence products with lifelike voices are being marketed to schedule or cancel medical visits, refill prescriptions, and help triage patients. Soon, many patients might initiate ...

When someone calls 911, they expect a highly trained professional to answer, but emergency call center workers are part of an "industry under immense pressure" because of understaffing and a host of ...