CLEVELAND, Ohio – Cuyahoga County’s Job and Family Services was able to slash average call wait times to less than 20 minutes this year, but officials fear that President Donald Trump’s “big, ...

Update: The Social Security Administration (SSA) has conceded an issue with phone service, after denying it to NPR, and has announced a fix. On Tuesday, NPR reported that some people's calls were ...

The Latest Call Center IVR Upgrades Are Slashing Wait Times Your email has been sent Interactive voice response (IVR) systems route calls and handle basic queries ...

DSS launched a new phone system meant to reduce wait times. Results are good so far, but some want quality assurances codified into law.

Fairfax County is turning to artificial intelligence to help prevent long wait times for nonemergency calls. At a recent county safety and security meeting, Scott Brillman, director for the county’s ...