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 ...

Contact center AI is increasingly integrated directly into call center software, making advanced capabilities available to agents without added complexity. AI bots now help answer routine questions, ...

Calvin Hennick is a freelance journalist who specializes in business and technology writing. He is a contributor to the CDW family of technology magazines. When Orlando Magic fans come to their first ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

AI customer support startup secures funding to expand enterprise concierge platform amid surging agentic AI adoption.

In the contemporary landscape of customer service, the ascendancy of artificial intelligence (AI) marks a pivotal shift, one that accentuates the indispensable role of contact center specialists.

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. May 18, 2020, 01:43pm EDT May 18, 2020, 04:01pm EDT This ...

Customer experience is your brand's most powerful differentiator. AI-powered customer experience gets smarter with every interaction. Reactive customer service isn't enough. Brands need to meet ...

Your approach to customer service can play a big part in the success of your business. There are plenty of ways to handle customer service, but the strategies behind them can be broadly described as ...

As technology continues to advance across digital channels, customers have come to expect a seemingly endless array of options for engaging with businesses. And they want more than the ability to ...