Insurance brand Aflac is piloting generative AI company-wide, including integrating it into its call center. SVP Keith Farley ...

Inbound phone support is an undervalued customer service tool. Here is how to turn phone support into a source of customer ...

The FCC is preparing to vote on a proposal that could force new disclosure, routing and data-handling rules for offshore call ...

Customer conversations with chatbots can include contact information and personal details that make it easier for scammers to launch phishing attacks and commit fraud.

Beyond a potential English-language requirement, the FCC is also considering rules to limit the share of customer service ...

Empathy in customer service simply means recognizing that the person on the other end of the line is a human being having a bad moment -- and letting them know you get it, writes guest columnist Hal ...

Duke Energy is facing criticism from customers in the Carolinas who are frustrated with high electric bills, prompting a ...

Are your CSRs truly helping customers, or are they spending half the day handling calls that should never reach them?

Los Angeles, California - March 09, 2026 - PRESSADVANTAGE - Rocket CRM has announced the introduction of its Missed ...

ICE launched AI voice and chat agents to answer routine servicing questions 24/7, reduce call-center volume and route complex ...

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.