The coming year will be crucial for bridging the gap between customers and businesses and ending the consumer satisfaction tailspin. The Fast Company Executive Board is a private, fee-based network of ...

Companies are always looking for ways to improve their net promoter scores and increase customer satisfaction. Given the amount of time and investment it takes to acquire new customers, keeping ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More According to a new study by Replicant and Demand Metric, 95% of contact ...

It's estimated that over $400 billion are spent annually to run customer contact centers around the world. To cut costs, in recent years, contact centers have embraced AI and automation; research from ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Customer service is in a state of crisis—fueled by the loss of talent during the pandemic, ...

In today’s business world, the importance of delivering exceptional customer service cannot be overstated. This is where automation comes into play, offering businesses a powerful tool to enhance ...

Automation is a top priority for the C-suite, and CIOs are taking the lead. Here are the three biggest automation trends that can transform your call center. A customer service call can make or break ...

Conversational AI vendor Uniphore today announced the acquisition of Jacada, a well-established process optimization company for contact centers that has recently ventured into the area of low code/no ...

The contact center industry is grappling with the best way to use automation to address the volume issues prompted by increased demands from consumers and businesses. Contact center executives have ...

Robotic process automation firm Automation Anywhere Inc. is bringing its smarts into contact centers, helping call center agents become more efficient by quickly surfacing the information they need to ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More During the pandemic, enterprises turned to automation to scale up their ...

Contact centers were never a walk in the park for employees, but they became much harsher work environments during the pandemic. According to one survey, only 10% of contact center agents reach ...