Microsoft Security Intelligence has caught wind of a new ransomware attack strategy. It involves fake call centers and malicious Excel files. The campaign is dubbed "BazaCall." Here's how BazaCall ...

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, ...

Standard operating procedures, widely referred to as SOPs, give employees valuable information on how to conduct various tasks and procedures. In a call center setting, SOPs define everything from ...

Customer interactions don't necessarily end after the caller and the agent disconnect the line. In many call center scenarios, agents may spend a few seconds or even minutes inputting final data into ...