Ask ChatGPT whether AI will replace humans in the customer service industry, and it will offer a diplomatic answer, the summary of which is "they will work side by side". Humans though, are not so ...

One of the most hotly debated subjects at this year’s World Economic Forum in Davos concerned the risks posed by technology to jobs, political stability and cyber security. Disruptive technologies ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Megan Jones of Call Centre Helper recently interviewed me ...

Applications Open for the Clover Customer Service Centre Learnerships 2026. Clover invites South African unemployed youth to apply for the Learner: CSC ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

As International Customer Service Week (6th–10th October 2025) draws near, it’s clear that the very nature of customer service has undergone a profound transformation. It’s no longer simply about the ...

Poor customer experiences with call centres are being blamed on badly designed software tools, which are hampering the performance of the workers. Call centres have been told by one expert that they ...