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 ...

As the year draws to a close, we reflect on the insights and advancements in customer service. This article highlights CMSWire's top 10 customer service and contact center articles of the year, ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

In the contemporary landscape of customer service, the ascendancy of artificial intelligence (AI) marks a pivotal shift, one that accentuates the indispensable role of contact center specialists.

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. May 18, 2020, 01:43pm EDT May 18, 2020, 04:01pm EDT This ...