As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations — but only when it is used correctly.

I cover travel with a focus on safety and sustainability. Is it just me, or do call center agents seem burned out lately? They're sometimes lackluster, dismissive — and even rude, according to ...

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, often from frustrated or distressed customers, while juggling the ...

In the Philippines, often called the world’s contact center capital, call center agents now reportedly see robots as their real bosses. Many feel like they’ve turned into lifeless “zombies.” ...