How the world’s largest call center operator is blending artificial intelligence with emotional intelligence

Since 2023, Teleperformance has been widely adopting AI across internal and client operations—how is the company keeping its ...
Yahoo

New bill aims to protect American call center jobs and consumers from AI

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 ...
Ibj.com

Mayor’s call center workers form union

Taylor O’Neal, a leader in organizing the union for MAC employees, says a key goal is to increase average pay from about $18 an hour to $25 an hour. (IBJ photo/Chad Williams) The Mayor’s Action Center ...
Boston Herald

AI shakes up the call center industry, but some tasks are still better left to the humans

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 ...

Voice AI May Automate Call Centers, But It Won't Replace Humans

While voice AI agents are already able to automate simple requests, automating complex workflows is still elusive, meaning ...