Forbes contributors publish independent expert analyses and insights. 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 ...

In my previous post, "Is It Time To Disrupt Your Call Center?," I described an all-too-common experience of calling a major credit card issuer for help, focusing on the impacts on the customer ...

Watching the television series Call My Agent makes me wonder whether there is some French term for the feeling of squirming with embarrassed yet surprised amusement. Call My Agent, which was ...

Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

In talking with one of our customers last month at Enterprise Connect 2018, my colleague Joe LaRosa and I were asked an interesting question about call quality that we couldn't answer. By way of ...