"At the end of the day, the mental health of our associates is key to the success of the customer experience," says Jason O'Dell, vice president for voice services at First Horizon Bank. Call center ...

7 Causes of Call Center Burnout Any Employer Can Address Your email has been sent Call center burnout is a real phenomenon that affects your most dedicated employees. The harder someone is willing to ...

Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...

There are many benefits to working remotely. Remote workers spend loss money in commuting costs, and can generally get up just a few minutes before the official start of the work day before they log ...

Experts describe a state of "haves and have-nots" for some 911 call centers. Faced with an ongoing labor shortage, some 911 centers are rethinking how to hire and retain workers. From increasing base ...

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, ...

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 ...