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, ...

In healthcare, where the cost of care is rising, organizations can’t afford to drive patients away due to inefficient systems ...

Contact center analytics can help you make data-driven decisions. Learn how to interpret key metrics and solve pressing problems with data. Contact center analytics is the systematic collection and ...

Forbes contributors publish independent expert analyses and insights. I cover transformation and innovation across the health care industry. When I worked in a primary care clinic, I cared for a panel ...

Why it matters: Stories about AI's capabilities being overhyped are becoming increasingly common. After recently hearing that many agentic AI projects fail to live up to expectations, customer service ...