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

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, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

AI thrives on data but feeding it the right data is harder than it seems. As enterprises scale their AI initiatives, they face the challenge of managing diverse data pipelines, ensuring proximity to ...

Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

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

When it comes to contact centers today, no technology has been more transformative than artificial intelligence, and AI’s impact on customer service operations across all industries is only going to ...

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 ...

Companies that respond to these trends now will be better prepared to succeed and maintain their competitive advantages. Smart organizations view their contact centers as their first lines of defense ...

Add Yahoo as a preferred source to see more of our stories on Google. This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter ...