Inefficiencies in customer service offerings cost businesses millions of dollars each year. To improve customer service, companies should monitor regional orders and compare them to those regions’ ...

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 ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Through social media, virtually anyone, anywhere in the world, can be heard. Unfortunately for many businesses, an individual's comments might not always be complimentary. This is prompting more ...

In an age of instant gratification, consumer savviness has driven companies to become more customer-centric. However, as companies improve their customer experiences, customer expectations will ...

SCOTTSDALE, Ariz.--(BUSINESS WIRE)--Nextiva, a leading AI-powered customer experience platform for businesses of all sizes, today announced its participation at this year’s Customer Contact Week (CCW) ...

I would argue that the most important indicator of a brand’s health is customer loyalty. For leaders, building and sustaining strong customer loyalty is the holy grail. Leaders talk a lot about how to ...

More and more customer service interactions are being initiated over social media. The vast majority of these (80%) are via Twitter, according to figures from Social Baker that have been recently ...

New capabilities include proactive, personalized customer outreach, improved self-service, generative AI safeguards, and manager tools for agent coaching Organizations often struggle to deliver ...

The contact center is often overlooked, yet it is a critical component of any organisation's service and experience architecture. It's within the walls of this hive of activity that people, processes ...