Airlines editor Robert Silk spoke with Garboden, AA's chief customer officer, about its new product upgrades and ...

When you operate in an industry as competitive and cost-sensitive as online travel, you need to automate wherever you can. That’s why we decided to experiment with agentic AI. Since… Read More ...

Greetings TCPAWorld! Happy Monday! If you’ve ever been stuck shouting “representative or agent” or pressing zero repeatedly into the void of an automated system, this one’s for you.

Evaluating and training agents on handling difficult customers should be part of every call center QA program because the ...