As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...

In the dynamic realm of customer service, where technological innovation surges forward with unrelenting speed, businesses find themselves at the cusp of a profound transformation in AI customer ...

Although the role of a customer service agent is typically entry-level, this employee is one of the most important members of a small business' team. Interacting directly with customers at all stages ...

Not all forms of customer loyalty are created equal. Long-standing Gartner research indicates a clear difference between decreasing the probability of customer defection on the one hand, versus ...

Over the past few months, I have enjoyed working with one of the world’s largest financial services companies to help create its multi-year customer service automation/AI road map. We have examined ...

A customer service department plays an important role in a small business, ensuring that customers have a single convenient point of contact to make inquiries about products, get support or advice, ...

As consumers in the retail world, we tend to hear more complaints than compliments. Thus, it is my pleasure to relate to you a heartwarming tale involving a major American airline -- DELTA -- where ...