The day the Oklahoma Tax Commission (OTC) launched its new cloud-based call center, its Taxpayer Resource Center processed 105 more calls than usual and reduced its time to write call summaries. The ...

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 and the notes he ...

The volume of calls to hospital call centers has led to an industrialized approach thereby sacrificing the human touch and personal connection between doctors and patients. Ironically, artificial ...

On March 5, 2026, the Federal Communications Commission (FCC) released a draft Notice of Proposed Rulemaking (Draft or Draft NPRM) that, if adopted at the March 2026 Open Commission Meeting, would ...