The FCC has proposed a rule aimed at bringing contact centers back into the U.S., causing some companies to weigh the pros ...

Customer service has traditionally been viewed as a cost center for businesses. It's often seen as a necessary expense that only adds a little value to the bottom line. But customer experience is ...

Quiq reports 12 best practices for call centers to enhance customer service, emphasizing empathy, efficiency, agent training, and AI integration.

The New York State Public Service Commission (PSC) released an audit recommending improvements to National Grid's operations, ...

Embrace AI as a customer service tool. Despite developing at a rapid and unwieldy pace, customer service chatbots can effectively enhance your CS operations. Choose the best type of AI for your ...

Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...

I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...

As artificial intelligence (AI) continues to make its mark on various industries, customer service is experiencing one of the most significant transformations. And with the rise of autonomous AI, in ...

It may sound old-fashioned to talk about improving your customer service through the phone. With all the digital innovations in customer experience, a company can fall into the trap of treating ...

Customer service is becoming more and more unpredictable. Supply chains have been completely disrupted and shopping habits are following less predictable patterns. While customers may have been more ...