In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

Forbes contributors publish independent expert analyses and insights. Dr. Cheryl Robinson covers areas of leadership, pivoting and careers. In recent years, a profound shift has occurred in the way ...

Customer service has long been a critical aspect of business operations, traditionally focused on scale, efficiency, and delivering stellar customer experiences. However, the landscape is changing ...

Chewy, Navy Federal Credit Union and Aldi lead a group of 750 companies recognized for delivering the best customer service in America, according to a study by USA TODAY and its research partner Plant ...

What's the fate for customer service and support agents, particularly? One analyst firm says, "Yes, generative AI will replace customer support agents." Gartner released a prediction this week that ...

The rapid growth of model catalogs from hyperscalers and third-party providers is creating an environment where the heavy lifting of model hosting, versioning, monitoring, and billing can be ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...

Phone services, particularly call center customer services, have lagged behind the growth of the technology sector. As technology trends toward interactive and user-friendly interfaces, phone-based ...

When you have to call a customer service line, where's your patience on a scale of 1-10? "Most people start at a nine or nine-and-a-half," says Amas Tenumah, who wrote a book called Waiting for ...

Medicare Advantage customer service supports a less healthy, higher-need population, indicating that it should be designed and staffed to effectively serve complex, high-need patients. Objectives: To ...