Business growth is a sign of success. But for customer service teams, it’s a good thing that comes with complications. As the department brings on more agents and gets a higher number of inquiries, ...

Prioritizing your onboarding process will help ensure customers begin successfully, obtain a clear understanding of how your service or product works, and build a relationship of trust with your ...

A flow chart is a graphical representation of a process, sequence, or algorithm. Flow charts use various shapes, such as rectangles, diamonds, and ovals, to denote different types of tasks, decisions, ...

PNC's John DeMarchis believes he's found a way to remove static from his bank's interactions with customers. The Pittsburgh-based bank is using new flexible and automated work processes to create a ...

4 Steps to Improve Call Flow from Greeting to Resolution Your email has been sent A well-designed call flow is great for customers and agents. See if your call flows are as efficient as possible and ...

For decades, companies have fought hard to retain customers, pushing the ‘customer is always right’ mantra to its limits. Staff shortages and the need to cut costs during the pandemic have challenged ...

Successfully injecting generative artificial intelligence (AI) into customer service requires a systematic approach. Improving the customer experience using generative AI solutions is about ...

Customers’ needs, wants, and preferences are rapidly reshaping business in the digital age. With social and mobile technology always in hand, consumers expect companies to be available online at any ...

If you are interested in building your very own AI customer service representative to help with the ever-increasing workflow of your business or daily lives. You may be interested in a new video ...

The cloud software company is aiming to meet the changing customer service needs of consumers with its new blended conversations tool. SaaS provider Zoho has launched several new tools for Zoho Desk, ...