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 ...

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, ...

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 ...

The Federal Communications Commission advanced a plan to bring outsourced call center jobs back to the U.S., voting Thursday to open the proposal to public comments and paving the way to adoption ...

Discover how you can leverage different types of call centers to improve customer support and enhance operations. Each type of call center manages customer communication to support a specific business ...