NEW YORK (AP) — 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 ...

A new artificial intelligence startup is addressing the frustrating experience patients can have when calling a health plan to understand their benefits. With Trampoline AI, health plans, third-party ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

With every new layer of security, fraudsters look for their next way in. As the government implements a variety of controls in digital channels for identity and device proofing, fraudsters seek new ...