Browsing: center

The Kennedy Center is facing a potential financial crisis, with leaders warning the iconic D.C. landmark could run out of money within weeks.

Artificial intelligence is moving out of the pilot phase in customer service, and knowledge management is emerging as the constraint that decides whether the investment pays off. Contact centers combine high interaction volumes, heavy labor costs and visible moments of truth with customers, which makes them the clearest test of where the technology delivers measurable…

A customer calling a support line doesn’t think about org charts. They don’t know or care whether they’ve reached the storefront, the billing department or the contact center, since to them it’s all just one continuous relationship with a brand. Most companies can’t deliver on that assumption today because their systems don’t share context across…

Najm for Insurance Services has been awarded the prestigious “Best Call Center” award in the category of companies with more than 1,000 employees, at the Saudi Customer Experience Awards ceremony, held on Nov. 13 in Riyadh. The event was attended by a group of business leaders, prominent figures, and professionals from across the Kingdom’s government,…

Singer Seo In-young, who has been at the center of numerous gossip and “gapjil” controversies in the past, frankly acknowledged all the mistakes and made a head-on breakthrough.

Pennsylvania Rep. Rob Bresnahan is promoting a bill to give data center-wary municipalities greater control over whether the facilities can be built, a message featured in a new television ad the Republican congressman is running in the Scranton and Wilkes-Barre area.

The cybersecurity attack affecting Anne Arundel Medical Center and Luminis Health Care remains unsolved almost a week after it was first reported the hospital system was under a Code Black.

The Center for Internet Security is partnering with OpenAI on a pilot program to test how artificial intelligence can help state and local governments strengthen their cybersecurity defenses. 

For years, many contact center strategies treated voice as a utility and a high-cost channel to contain. Digital self-service, chat, messaging and automation were positioned as lower-cost alternatives, while phone support was often reserved for issues customers could not resolve any other way.

The academic medical center’s clinics can once again access patient records and are resuming normal operations more than a week after the attack.