Mark Speare, a fintech executive with experience across B2B and B2C SaaS, customer success and trading technology, examines ...

Imagine working in a call center where you have a script to follow. Would you read it word for word, or would you deviate from the script to sound more natural instead of robotic? In this story, one ...

MAULDIN, S.C. (WSPA) – Due to the COVID-19 pandemic, the Samsung call center in Mauldin had to go remote years ago, but today, the city is welcoming the company back to the area. It’s on Brookfield ...

Mr. Benioff, the Salesforce C.E.O. and owner of Time magazine, once supported Hillary Clinton and a business tax for homeless services. Now he’s fully behind Donald Trump. By Heather Knight Reporting ...

Empathy changes customer outcomes because it lowers emotional friction. When customers feels heard, they provide clearer information, become more collaborative, and are more receptive to guidance.

A full-stack, local-first behavioral intelligence engine for telecom support calls. Combining Whisper transcription, GPT-3.5 insights (affordable token cost), PII redaction, next best offer generation ...

In 1969, a now-iconic commercial first popped the question, “How many licks does it take to get to the Tootsie Roll center of a Tootsie Pop?” This deceptively simple line in a 30-second script managed ...

COLUMBUS, Ga. (WRBL) – Columbus Technical College announced on Tuesday the official groundbreaking ceremony for the Col. Ralph Puckett Jr. VECTR Workforce Development Center. The VECTR (Veterans ...

We collaborate with the world's leading lawyers to deliver news tailored for you. Sign Up for any (or all) of our 25+ Newsletters. Some states have laws and ethical rules regarding solicitation and ...

Have you ever found yourself repeating the words "speak to a human please" while on the phone with customer service? If so, you're among the roughly 70% of Americans who find interacting with ...

Indian law enforcers have busted a local cyber fraud gang accused of duping UK, US and Australian victims with tech support scams, according to the National Crime Agency (NCA). Officers from the ...

In hindsight I’ll say: I always thought going crazy would be more exciting—roaming the street in a bathrobe, shouting at fruit. Instead I spent a weary season of my life saying representative.