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, ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Your customer service call center is the heart of your business, and has a direct effect on customer satisfaction. If they experience long wait times or ineffective agents, customers will be unhappy ...

In today’s business world, the importance of delivering exceptional customer service cannot be overstated. This is where automation comes into play, offering businesses a powerful tool to enhance ...

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 ...

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 ...

Microsoft on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a ...

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 ...

Companies currently invest a lot of money in target markets to generate potential customers’ interest in products and services. But after they achieve a sale, they often frustrate customers by not ...