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, ...

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 ...

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 ...

Artificial intelligence products with lifelike voices are being marketed to schedule or cancel medical visits, refill prescriptions, and help triage patients. Soon, many patients might initiate ...

Why it matters: Stories about AI's capabilities being overhyped are becoming increasingly common. After recently hearing that many agentic AI projects fail to live up to expectations, customer service ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...