It's increasingly possible to anticipate and address customer service needs before they become larger issues.
Arm your agents with the right technologies to improve the customer service they can deliver.
Artificial intelligence underpins all the technology advancements that will help companies improve the customer experiences they deliver.
Companies can address the looming AX crisis by reimagining knowledge management with an omnichannel knowledge hub.
AI can re-humanize contact center agents to connect with human consumers in ways computer algorithms never could.
Employee engagement is very important to the success of any business because happy people do the best work.
The low-cost airline is cutting its contact center to cut costs, a move that many see as short-sighted while others see as inevitable.
Customer satisfaction and spending see very slight upticks, but companies need to do a lot to keep it going, according to the American Consumer Satisfaction Index.
Sixty percent of customer service managers say this will be the toughest winter yet as fears of losing customers grow, research finds.
Salesforce Contact Center blends automation, intelligence, and real-time data.
FMI expects the worldwide contact center software market to grow at a rate of 10.8 percent for the next seven years and on-premises solutions to continue their dominance.
The current contact center agent crisis can be solved with the right technology and customer focus, eGain's CEO suggests.
Demonstration experiment seeks to recreate contact center and in-store customer service experiences for the metaverse.
Nearly a quarter of finance leaders plan to increase customer service funding despite economic pressures, Gartner found in a new study.