The Federal Communications Commission (FCC) is considering new rules requiring customer service agents to be based in the ...

What's the fate for customer service and support agents, particularly? One analyst firm says, "Yes, generative AI will replace customer support agents." Gartner released a prediction this week that ...

As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Contact center jobs are some of the toughest out there. Customer service agents deal with a ...

Love it or hate it, so-called generative artificial intelligence has proved its ability to make at least one type of worker more productive on the job. Using the enhanced AI boosted the productivity ...

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 ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...