So it’s your first day on the job. Which would be nerve-wracking enough, but it gets worse when the way-too-perky fellow leading onboarding tells you that your role will be to provide “professional, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 5 years old. Since its inception, ...

Last year, the chief executive of Indian technology firm Tata Consultancy Services, K Krithivasan, told the Financial Times that AI may soon mean that there is "minimal need" for call centres in Asia.