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 ...

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 ...

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 ...

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 ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

Some Gen Zers appear to be gravitating toward customer service roles for a better work-life balance. These roles can often be remote, flexible, and relatively well-paid. But they can also be stressful ...

By 2027, 50% of companies that attributed headcount reduction to AI will rehire staff to perform similar functions, but under different job titles, according to Gartner. “While AI-driven layoffs have ...