Atlanta Falcons owner Arthur Blank knows when to listen, and that's what he did during his recent phone call with quarterback Kirk Cousins. While speaking at the NFL owners meetings, Blank described ...

The call centers that America’s military veterans rely on to schedule appointments and arrange medical care may no longer have a live voice on the other end of the line because the agents who ...

Here’s what business leaders looking to implement GenAI into their contact centers need to know. Helpful human agents listen, understand, propose, and act—but often, these agents are hard to ...