Nothing gets rid of a bad rule faster than following it exactly. What would you do if your new supervisor said you’d be written up for deviating even slightly from the call center script? Would you ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. How often do you call a customer service hotline and feel like the agent on the other end is ...

With the arrival of AI, the human headcount in the contact center—including people who might otherwise answer a call and talk ...