Like most of its peers, top-five mortgage lender Newrez is prioritizing the use of artificial intelligence (AI) to provide call center representatives with real-time information on its policies, ...

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 ...

In a bid to make working in a call center less stressful, Japanese telecom company and investment firm SoftBank is developing what it calls an “emotion-canceling” tool to make unhappy callers sound ...

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 ...

Forbes contributors publish independent expert analyses and insights. I cover transformation and innovation across the health care industry. When I worked in a primary care clinic, I cared for a panel ...

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 ...

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 ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.