Contact center analytics can help you make data-driven decisions. Learn how to interpret key metrics and solve pressing problems with data. Contact center analytics is the systematic collection and ...

WASHINGTON (7News) — For years, the 7News I-Team has exposed problems at D.C.'s 911 call and dispatch center -- from unanswered calls and woefully delayed response times to emergency crews being sent ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

Frustrated D.C. residents continue voicing concerns and fears over the District’s 911 call center, saying their calls are still being dropped or never answered. One D.C. council member says she wants ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

Jersey City is taking major steps in addressing shortcomings at its beleaguered 911 emergency call center, hiring 20 people to raise both woefully short staffing levels and employee morale. New Local ...

Shortly after the city of San Francisco opened its newly renovated 911 emergency dispatch center this week, there was a brief outage and switch to a backup system. The computer-aided dispatch system ...