Contact center jobs are some of the toughest out there. Customer service agents deal with a variety of stressors in the course of a day: angry customers, problems with orders and questions about ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...

The hype says “agentless” service is imminent, but data shows most teams are still staffing up while trying to make ...

Love it or hate it, so-called generative artificial intelligence has proved its ability to make at least one type of worker more productive on the job. Using the enhanced AI boosted the productivity ...

As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...

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 ...

Most representatives are on the lookout for positions offering hours that fit their needs and expect AI to make their jobs ...