Learn how contact center managers can reframe call center QA scorecards as personalized development roadmaps that drive agent skill growth, increase engagement, and build long-term career paths ...

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, ...

Discover proven strategies for managing remote call center agents, including how call center QA provides the performance visibility and coaching foundation that distributed teams need to stay engaged ...

Gartner says using AI to fix customer gripes could cost more than using humans by 2030 ai-pocalypse AI will not replace the people in the call center, but it will rejigger the software stack to make ...

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 ...

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 ...

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 ...