We’re able to save the day most the time.” Companies are adopting cloud-based contact center solutions to enhance customer ...

For decades, the agent role has been designed around endurance. Take the next call. Find the right answer. Calm the customer down. Document everything. Stay compliant. Keep the queue moving. Be ...

I often leave these calls feeling frustrated and more confused than before. Using AI chatbots doesn’t seem to work either.

Consumers want results—not sympathy. by Matthew Dixon, Lara Ponomareff, Scott Turner and Rick DeLisi Think about the last time you flew. When you checked in, did you use a self-service option—like the ...

Clarity has released AI Agent QA, a tool that evaluates 100 percent of voice and text interactions against a company's own scoring rubric. The ...

Tekvision today announced the launch of the Flow Suite, a pair of testing and assurance products for contact centers, which the company plans to showcase this week at Customer Contact Week in Las ...

One of a Christian’s greatest challenges in life is to stay humble while seeking to be the best. Alison Maloni, mom of three, CEO, communications expert, public speaker and Newsmax television news ...

Jeff Somers is a freelancer who has been writing about writing, books, personal finance, and home maintenance since 2012. When not writing, Jeff spends his free time fixing up his old house. He has ...

Sprawling compound, including mock-up banks and police offices, uncovered by Thai military during border clashes It is as if you have walked into a branch of one of Vietnam’s banks. A row of customer ...

See more of our trusted coverage when you search. Prefer Newsweek on Google to see more of our trusted coverage when you search. Please hold: Washington is coming for customer service. This week, FCC ...

Travel companies are considering charging customers a fee to bypass AI chatbots and speak directly with a human agent. While AI is effective for simple tasks, it often fails with complex travel issues ...