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 ...

Contact centers are witnessing a significant transformation. The Covid-19 crisis led to a surge in call volumes and a decline in customer service agents, with incoming calls skyrocketing nearly 300% ...

When ChatGPT burst into public consciousness in late 2022, it signaled the next round of the “People vs. Machines” debate — always a lively discussion in the customer service space. Who wouldn’t want ...

Customer service can still be an exercise in frustration for many consumers, particularly when automation creates barriers rather than resolving problems. At the same time, organizations that answer ...

When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

Customer service can be a "really, really difficult job." Will AI make it easier — or cause even more headaches?

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 ...

Defining good customer service depends on the product you sell. For automobiles, friendly in-person contact during a sale or service call can be the key. In a hotel, the cleanliness of the room, ...

A call center is a specialized facility that is used by organizations to handle customer interactions. All incoming and outgoing calls to customer support, telemarketing, and sales services are ...

The contact center should be viewed as a strategic driver of customer trust and retention, not just a cost center. Customer experience is no longer just a brand differentiator. It’s the battleground ...

Saying "included therein" to every customer is like a legally binding ritual.Working in a call center already requires a special kind of patience, but this situation took it to another level. The job ...