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 ...

D.C.’s beleaguered 911 center has experienced outages and connection issues eight times this year, ranging in duration from 20 minutes to five hours, with the most recent glitch occurring Friday, ...

Why it matters: Stories about AI's capabilities being overhyped are becoming increasingly common. After recently hearing that many agentic AI projects fail to live up to expectations, customer service ...

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, ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

Artificial intelligence products with lifelike voices are being marketed to schedule or cancel medical visits, refill prescriptions, and help triage patients. Soon, many patients might initiate ...

Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

Learn practical steps for recognizing and responding to call center burnout — before it’s too late. Call center burnout is a real phenomenon that affects your most dedicated employees. The harder ...

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 ...

An investigation by D.C.’s Office of the Inspector General into the Office of Unified Communications recently found multiple safety concerns with the 911 call center that could impact emergency ...