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, ...

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the trust. The problem for your contact center agents isn't artificial ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

Discover quality assurance best practices that can elevate customer satisfaction and improve agent performance. Follow these actionable insights to improve your contact center operations. Contact ...

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 ...

Will AI make call center jobs obsolete? The question has sparked a strong debate amongst industry leaders. One of the foremost predictions is that AI will soon eliminate the need for incoming customer ...

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...