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 ...

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 ...

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 ...

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 ...

NEW YORK — 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 ...

Contact center trends may not be the first thing that comes to mind when investors evaluate a company — but there The The ...

AI, automation and smarter staffing are flipping the old script — efficiency and customer experience no longer have to ...

Checking out the top 10 most popular customer service/call center articles on CMSWire from 2022. Customer service and call centers have become an extremely important part of a brand’s customer ...