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 ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

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 ...

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 ...

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 ...

It’s the rare construction firm that doesn’t pride itself on putting customers first. But are those customers getting what they truly want? And when employees are asked to go the extra mile on a ...

The world of customer service has changed. What used to be in-person and onsite transactions has evolved into interactions via chat or phone. These are more convenient for the customer as they get ...

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 ...