As the dust settled on what most have deemed the "new normal" of working from home, many industries -- including customer service -- rapidly shifted operations to be remote work-friendly. At the same ...

The contact center hasn't been known for blazing new trails, but signs of its evolution are visible today. When it comes to innovative workplace design, the customer service industry’s staple, the ...

70% of companies deploying customer service AI agents see ROI in 60 days ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

Prashanth Krishnaswami of Zoho explores the possible benefits of a revenue-generating customer service model. Digital transformation has touched nearly every industry over the past two years, as ...

Exceptional customer service would seem to be a timeless discipline, but a lot has been changing when it comes to customer expectations, and of course, technology. And I think we can safely assume ...

From Zoom meetings to high-definition (HD) video streaming and everything in between, consumers today depend on their mobile phones more than ever before. To understand how mobile usage has evolved ...

“How can we make your dream come true today?” is not how a customer entering a government office expects to be greeted. But if it’s the planning office in the city of Arlington, Texas, that might be ...