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 ...

When you're on the line with someone like Valerie Zhou, there's no question this customer service agent will help you. She answers the phone midway through the first ring. Then she pulls up your files ...

Customers want problems solved quickly and questions answered accurately. You need to turn your agents into super agents to meet those expectations. I used to work as a customer service agent. My ...

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 ...

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