Suumit Shah never liked his company's customer service team. His agents gave generic responses to clients' issues. Faced with difficult problems, they often sounded stumped, he said. But when Shah saw ...

Cloud-based call center software costs $20-$200+ per user monthly. Key features include call blending, CRM integration, IVR ...

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 ...

The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

The contact center is resource-intensive. While human resources account for the largest share of costs, other aspects like technology, infrastructure and training also contribute. On top of this, high ...

Customer service is on the brink of a major transformation in 2024 Four trends that will drive a better AI customer experience You’ve just assembled your new grill, but you’re stumped on how to hook ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...