American politicians love to pose as defenders of factory workers threatened by globalization, corporate restructuring, and overseas outsourcing. But their campaign spiels rarely mention other jobs at ...

Taylor O’Neal, a leader in organizing the union for MAC employees, says a key goal is to increase average pay from about $18 an hour to $25 an hour. (IBJ photo/Chad Williams) The Mayor’s Action Center ...

Amid this year’s open enrollment period, call center workers who help Americans navigate ACA coverage options are struggling with their own coverage. A report from the Communications Workers of ...

Have you ever found yourself repeating the words "speak to a human please" while on the phone with customer service? If so, you're among the roughly 70% of Americans who find interacting with ...

At one call center in the Philippines, workers help Americans with diabetes or neurological conditions troubleshoot devices that monitor their health. Sometimes they get pressing calls: elderly ...

This story was produced by our colleagues at the BBC. The benefits and drawbacks of artificial intelligence are increasingly in the spotlight as AI creeps into more and more parts of our lives. One of ...

How to Start Working as a Call Center Agent From Home Your email has been sent A dependable call center agent is always in demand. Learn how to find remote work, show your qualifications, and start ...

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the trust. The problem for your contact center agents isn't artificial ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...