In the 7-minute documentary “The Future is Calling,” experts explain how the customer experience is transforming.

Many brands miss their business goals, not because they have a poor product or their marketing strategy is weak. They miss their goals because they don’t prioritize customer service. And the main ...

When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

Explore how automation is reshaping customer service with AI chatbots, intelligent workflows, and predictive analytics—driving faster resolutions, better experiences, and scalable support solutions ...

Customer intelligence platform Enterpret Inc. today launched what it says is the first agentic feedback system designed to ...

Many of us dread making a customer service phone call. In response, companies have turned to interactive voice response systems — IVRs — to handle customer inquiries, save money, and simplify things.

BT is to roll out an upgraded system for its online customer service after signing a multimillion dollar contract with CRM software company, RightNow. The five year deal will see RightNow provide BT ...

The mission of customer service should be self-explanatory: to better serve a company's customers. And yet so many large enterprises fall short of this goal. They don’t have robust systems in place to ...

For years I believed that the customer is always right. With experience, however, I have come to realise that this saying applies more to matters of taste than to every situation. When providing ...

Customer service centers, whether a shipping group dealing with consumers or an IT organization working with corporate employees, has a lot of information to manage. Technology has been improving over ...