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 ...

Digital channels give organizations an opportunity to personalize the journey of their customers using the insights gained from this mutual data exchange. Customer service and support (CSS) leaders ...

The new CXA Operations Center announcement fits into a broader pattern of product and ecosystem expansion for Talkdesk that CMSWire has followed closely throughout the past year. The company has ...

SINGAPORE, SG - March 10, 2026 - PRESSADVANTAGE - Voiso, a global provider of AI-powered contact center solutions, has ...

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Lee Davis is a tech analyst who has been covering the document imaging industry for over five years. Currently, Lee is the Associate Director of Software and Scanners at Keypoint Intelligence, where ...

Conversocial, a provider of social media tools, has launched the Conversocial Analytics Platform (CAP) designed to provide a range of new analytics focused on customer service performance.

In this special guest feature, Piergiorgio Vittori, CEO of Spitch.ai‘s U.S. division, explains how speech and conversation analytics help a company improve its service and identify weak points.

US financial services giant Nationwide has found that survey have their time and place for improving customer experience - but that real-time data from Qualtrics XM Discover can drive near real-time ...

With an increasing number of enterprise systems, growing teams, a rising proliferation of the web and multiple digital initiatives, companies of all sizes are creating loads of data every day. This ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...

Customer service and support leaders cited customer data and analytics as their top priorities for achieving organizational goals in 2023, according to a survey from Gartner. In the survey, 84 percent ...