eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

IP-based systems allow companies to route calls to home workers and satellite offices. Baxter Credit Union took a bold approach to upgrading its call center. In late 2002 it merged voice and data on a ...

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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, ...

Decades after the debut of the cellphone, some 911 centers are still struggling to modernize their communications infrastructure—the result of funding scarcity and hesitation over the high stakes of ...

When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...

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 ...

Over 20 years as a healthcare professional, both on the frontlines as an EMT and in just about every role in between, I have developed a soft spot for medical call centers. I know what you’re thinking ...

A Feb. 23 ransomware attack is to blame for a disruption to Dish Network's internal communications capabilities, customer call centers, and Internet sites, the satellite service provider said in an ...