Contact center analytics can help you make data-driven decisions. Learn how to interpret key metrics and solve pressing problems with data. Contact center analytics is the systematic collection and ...

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, ...

Frustrated D.C. residents continue voicing concerns and fears over the District’s 911 call center, saying their calls are still being dropped or never answered. One D.C. council member says she wants ...

Startups are marketing AI products with lifelike voices to schedule or cancel medical visits and refill prescriptions. (Elise Amendola / Associated Press) At one call center in the Philippines, ...

Forbes contributors publish independent expert analyses and insights. I cover transformation and innovation across the health care industry. When I worked in a primary care clinic, I cared for a panel ...

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Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the trust. The problem for your contact center agents isn't artificial ...

MIAMI — The Medicaid call center in Florida is experiencing long wait times and high rates of disconnection that could be preventing qualifying families from renewing or accessing Medicaid coverage, ...

Artificial intelligence products with lifelike voices are being marketed to schedule or cancel medical visits, refill prescriptions, and help triage patients. Soon, many patients might initiate ...

MIAMI — The Medicaid call center in Florida is experiencing long wait times and high rates of disconnection that could be preventing qualifying families from renewing or accessing Medicaid coverage, ...