Do you see any benefits to hiring SMEs, L2s or team leads as assistants to our front-line call center supervisors? Is there any data that validates or rejects the use of these types of positions? Yes, ...

A customer service manager executes the organizational strategy to support and resolve customer issues and questions. In addition to addressing customer inquiries, the customer service manager also ...

Phone calls remain one of the most direct and trusted ways to serve customers — especially when issues are complex, emotional, or urgent. While digital channels have seen tremendous growth, phone ...

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

Will AI make call center jobs obsolete? The question has sparked a strong debate amongst industry leaders. One of the foremost predictions is that AI will soon eliminate the need for incoming customer ...

Missed opportunities multiply. Traditional analytics miss over 95% of interactions, which leaves major gaps in agent performance and CX understanding. AI fills the gaps. AI can analyze every ...

Whether you are a senior executive, a contact center leader, a governance leader, internal legal counsel, or even a program manager, S.2495 – Keep Call Centers In America Act of 2025 – is an important ...