To drive First Contact Resolution (FCR), organizations must pivot from compliance-heavy checklists to outcome-driven QA ...

The Federal Communications Commission voted Thursday to look into the use of offshore call centers and ways to require phone operators to be proficient in “American Standard English.” The FCC is ...

Michelle Couch-Friedman is an ombudsman columnist at The Points Guy. Michelle is the founder of Consumer Rescue, an organization dedicated to helping consumers navigate and avoid problems with ...

Andrew Jonas has spent the past three years building data centers in Kansas City’s Northland as a union plumber. At a recent public hearing he lauded the construction jobs those projects have provided ...

Spectrum is closing its call center in Appleton, according to a Charter Communications notice on March 18 to the Wisconsin Department of Workforce Development. The notice to DWD said Spectrum, the ...

GREEN BAY, Wisc. – There was one play in Sunday’s 27-18 loss at Green Bay that epitomizes the optimism and confidence the Cincinnati Bengals will carry into their next, rapidly approaching game ...

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Prefer Newsweek on Google to see more of our trusted coverage when you search. Please hold: Washington is coming for customer service. This week, FCC chairman Brendan Carr proposed rules aimed at ...

The Federal Communications Commission is preparing to vote this month on a proposal that would put offshore call center practices squarely in the regulatory spotlight, with potentially significant ...

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 foreign-based ...

FIRST ON FOX — The Federal Communications Commission (FCC) will vote on a proposal to improve customer service at call centers by encouraging onshoring and strengthening accountability for certain U.S ...