Key performance indicators (KPIs) are the compass that guides businesses toward their goals. They can help you make data-driven decisions, but they can also point you toward your true north: customer ...

When it comes to customer service, the interaction between a company and its customers can be a make-or-break situation. In an age where online reviews drive millions of buying decisions, the need for ...

Embrace AI as a customer service tool. Despite developing at a rapid and unwieldy pace, customer service chatbots can effectively enhance your CS operations. Choose the best type of AI for your ...

Over the past few months, I have enjoyed working with one of the world’s largest financial services companies to help create its multi-year customer service automation/AI road map. We have examined ...

The possibilities generated by AI customer service tools are boundless, and the quality and application of data will truly enhance CX. There’s no doubt AI customer service tools have transformed the ...

The Department of Homeland Security (DHS) celebrated major recognition at the 8th Annual Service to the Citizen Awards, with three separate awards for innovation and impact. The DHS Customer ...

I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

RiverLink said previously it was searching for a new provider because Electronic Transaction Consultants had been having ...

NEW YORK, Nov. 19, 2024 (GLOBE NEWSWIRE) -- EXL [NASDAQ: EXLS], a leading data analytics, digital operations, and solutions company, has been awarded a contract to manage the service desk operations ...

Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...

Customer service has never been a more important differentiator for enterprises than it is now in the economic downturn, according to software giant Microsoft. The financial crisis provides a key ...

The quick-service restaurant industry is at a critical inflection point and is undergoing a significant transformation. As ...