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, ...

Customer service agents are on the front lines for their brands — dealing with complaints, solving complex problems and managing emotionally charged conversations, often with limited tools and rising ...

A few weeks ago, a Filipino BPO worker sparked a heated discussion on Reddit with a chilling prediction: “I keep saying this… AI will replace the BPO industry.” For many in the sector, this isn’t just ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

Imagine in the near future, you call a customer service number for a cruise line and are greeted by a highly knowledgeable, smooth-talking artificial intelligence (AI). In a fluid conversation, the AI ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...