Fairfax County's 911 center, which answers about 3,000 calls a day, is testing artificial intelligence technology to help manage non-emergency calls. The Department of Public Safety Communications ...

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, ...

In today’s world of customer service, the use of digital messaging channels is steadily rising, so it’s easy to overlook how central voice and telephony are for connecting brands to their customers.

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 ...

Skies will be lighting up with fireworks on Friday, but so will 911 lines. Emergency response dispatchers face a flood of calls on the fourth. On average, about 1,900 calls come into the Hennepin ...

The Colorado Springs Police Department says people may hear something new if they contact its non-emergency line on Wednesday ...