Frustrated D.C. residents continue voicing concerns and fears over the District’s 911 call center, saying their calls are still being dropped or never answered. One D.C. council member says she wants ...

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, ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...