Today’s customers prefer to self-serve over queuing on support calls. A study by Microsoft on the State of Global Customer Service found that 63% of customers under 35 go online to look for customer ...

A single customer self-service interaction through a chatbot or FAQ portal can cost as little as 10 cents, while a live agent interaction can cost up to $8 or more. So companies have a clear financial ...

HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced the release of its 2022 Digital-First Customer Experience Report, which highlighted significant gaps between company and consumer ...

The term contact center often evokes thoughts of a large office building, rows of desks, and agents lined up one-by-one answering an endless barrage of customer calls. While agents are still the heart ...

When it comes to their purchasing decisions, B2B buyers, like other consumers, want to learn about products on their own, and their first step is rarely contacting sales reps. In fact, recent research ...

Nothing tells a customer “I’m not really interested in talking to you" quite as bluntly as an interactive voice response (IVR). It’s the computer voice we all love to hate. Admit it, you've found ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

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