The Federal Communications Commission (FCC) will seek to crack down on offshore call centers and illegal robocalls from ...

The D.C. Council Judiciary and Public Safety Committee is hearing testimony on several bills today, including two concerning the District's 911 call center.

The FCC is also considering a rule that would require companies to tell customers when their call is being handled outside ...

The proposed rule would require affected companies to disclose a customer service agent’s location and limit call volume from overseas contact centers, among other changes.

Behind every 911 call is a call taker, dispatcher and expeditor, trained professionals making split-second decisions under intense pressure. Inside the emergency communications center at the San ...

JACKSONVILLE, Fla. — Being a 911 dispatcher is an important but stressful job. “Nobody calls 911 for anything good," said Brianna Goethe, communications manager with The Nassau County Sheriff’s Office ...

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

Customer expectations are high, and how you attend to your customers’ needs will affect customer retention and business growth. So you need an effective call center management strategy. Forbes Advisor ...

Learn exactly how automatic speech recognition allows call centers to take advantage of voice data and better serve customers. Automatic speech recognition (ASR) technology has gotten a lot better in ...