When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

"Utility call centers are under constant pressure to handle heavy call volume and provide the fast, accurate service and experiences customers expect, but they have lacked the real-time tools required ...