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 ...

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 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 ...