Jersey City is taking major steps in addressing shortcomings at its beleaguered 911 emergency call center, hiring 20 people to raise both woefully short staffing levels and employee morale. New Local ...

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, ...

As the California Office of Emergency Services (Cal OES) investigates the scope of public safety concerns plaguing its “Next Generation 911” network, police records obtained by the NBC Bay Area ...

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 ...

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 ...

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 ...

Working at a call center can be a stressful job. For eight hours (or more!) a day, you talk with customers who have problems—and oftentimes those frustrations boil over. That can take a toll on the ...

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, ...