Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

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, ...

AI thrives on data but feeding it the right data is harder than it seems. As enterprises scale their AI initiatives, they face the challenge of managing diverse data pipelines, ensuring proximity to ...

Have you ever found yourself repeating the words "speak to a human please" while on the phone with customer service? If so, you're among the roughly 70% of Americans who find interacting with ...

Do you know the most important metrics to measure in a call center? Uncover essential call center statistics for maximizing efficiency, including turnover rates, answer speeds, and customer ...