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

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.

By David Shepardson WASHINGTON, March 4 (Reuters) - The Federal Communications Commission said on Wednesday it is considering limits on U.S. telecom firms' use of foreign call centers and requiring ...

The Trump administration wants customer service back in America. The awkward truth is that AI may get there first.

As the year draws to a close, we reflect on the insights and advancements in customer service. This article highlights CMSWire's top 10 customer service and contact center articles of the year, ...

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

Amazon.com is getting into the contact center service business with Tuesday's announcement that it will make its contact center service technology available to other businesses. Amazon said the new ...