Frustrated D.C. residents continue voicing concerns and fears over the District’s 911 call center, saying their calls are still being dropped or never answered. One D.C. council member says she wants ...

Contact center analytics can help you make data-driven decisions. Learn how to interpret key metrics and solve pressing problems with data. Contact center analytics is the systematic collection and ...

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, ...

Forbes contributors publish independent expert analyses and insights. I cover transformation and innovation across the health care industry. When I worked in a primary care clinic, I cared for a panel ...

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 ...