Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

When tragedy strikes, calling an ambulance or police as quickly as possible can be a matter of life and death. Staffing issues continue to plague 911 call centers, but with the helping hand of ...

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, ...