Agent assist can work, but design, delivery and how you manage knowledge make a huge difference — here’s one contact center leader’s experience.

One of the largest insurance companies in the U.S. handles 12,000 policy requests every day. Two years back, their call center had 180 agents who answered simpl ...

Two men are acting attorney general, DHS secretary ...

Will Kenton is an expert on the economy and investing laws and regulations. He previously held senior editorial roles at Investopedia and Kapitall Wire and holds a MA in Economics from The New School ...