Optimize omnichannel opportunities. Provide clear AI-powered channels for customer communications that deliver personalized experiences. Enhance customer data analytics. Simplify and refine data ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. One sure way to alienate a customer is to miss expectations.

The pandemic threw customer service into the spotlight, even as the industry faced challenges alongside the rest of the world. But as the pandemic starts to subside and the dust starts to settle, ...

What are the differences between a call center and a contact center and why does it matter for customer experience programs? Call centers and contact centers can serve as the front lines of your ...

Benchmark report from Uniphore shows call centers are a lifeline for consumers seeking support for COVID vaccines, travel, online shopping and more into 2021 Hold times have increased 50% in the ...

Customer experience is key to a customer retention rate that leads to more deals and revenue. Learn how companies like MasterCard are implementing AI strategies that are transforming how customer ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Artificial intelligence is often seen as a sort of "big bad wolf" of technology, largely because of its potential to disrupt humanity as we know it. One of the biggest theories that trigger ...

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 ...

The MTA will open “Customer Service Centers” at 15 subway stations next year in an effort to provide riders with “comprehensive customer support,” transit officials said Wednesday. The new booths will ...

Anthony Dukes receives funding from the Marketing Science Institute. Yi Zhu receives funding from the Marketing Science Institute and 3M Non-Tenured Faculty Grant. Some of the most hated companies in ...