AI beyond efficiency: Vendors are moving from tracking agent performance to extracting market and customer insights from 100% of interactions. Workflow as strategy: Modern workflow design integrates ...

The Philippine BPO industry reached $42 billion in annual revenue in 2026, employing 1.97 million specialists — making it the ...

To learn more about the CNBC CFO Council, visit cnbccouncils.com/cfo Many consumers say early experiences with customer support chatbots feel more like deflection ...

The new real-time, AI-backed emergency call center translation tool could help residents and first responders, according to ...

OTTAWA — Warnings are being sounded over AI technology that’s being used to change the accents of overseas call centre agents ...