Artificial Intelligence (AI) is driving innovation around world. In 2020, the global AI market was valued at over US$62 billion, with an estimated compound annual growth rate (CAGR) of 40.2% from 2021 ...

This article will look at how NLP and conversational AI are being used to improve and enhance the call center operations. Natural language processing (NLP) and conversational AI are often used ...

The FCC is considering an English language requirement for offshore call center workers.

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, ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna and two ...