How to Make a Call Center Knowledge Base Reps Actually Use Your email has been sent A call center knowledge base needs careful consideration to be relevant. Here’s how to create a helpful resource ...

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, ...

AI agent fervor has permeated the software development world. But, we’re no longer talking about a singular, all-knowing AI. Rather, emerging agentic workflows rely on multiple specialized agents ...

Integrating AI isn’t enough—businesses must structure, train and continuously refine their knowledge bases to ensure accuracy, usability and painless CX. As customer expectations rise, businesses are ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

Imagine in the near future, you call a customer service number for a cruise line and are greeted by a highly knowledgeable, smooth-talking artificial intelligence (AI). In a fluid conversation, the AI ...