With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Katherine Charles’ workdays are relentless. She’s one of thousands of call center workers who help Americans find suitable health insurance as part of the Affordable Care Act, or ACA. Charles spends ...

Mike Fox, a software developer for Lighthouse Works, is proud of his contribution to developing the EquiVista app, which is poised to help make call center jobs more accessible for the blind and ...

Will AI make call center jobs obsolete? The question has sparked a strong debate amongst industry leaders. One of the foremost predictions is that AI will soon eliminate the need for incoming customer ...

NEW YORK (AP) — 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 ...

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 ...