In today’s world of customer service, the use of digital messaging channels is steadily rising, so it’s easy to overlook how central voice and telephony are for connecting brands to their customers.

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

If repeat business is your goal, good customer service is essential. According to a recent survey, one bad customer service call will send most customers away permanently. Since repeat customers bring ...

Need AI Call Center Software to enhance your business? Explore our comprehensive guide to find the best solutions in 2026.

In this Executive Q&A, Brinks Home CIO Philip Kolterman shares how generative AI is helping shift support interactions to digital channels while improving efficiency and customer satisfaction. Brinks ...

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, ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

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 ...

In this episode of eSpeaks, Jennifer Margles, Director of Product Management at BMC Software, discusses the transition from traditional job scheduling to the era of the autonomous enterprise. eSpeaks’ ...

Customer expectations are high, and how you attend to your customers’ needs will affect customer retention and business growth. So you need an effective call center management strategy. Forbes Advisor ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...