"When someone calls a business, they're looking for connection, understanding, and quick resolution," Ruiz added. "Human receptionists protect your brand, reassure your customers, and in turn ...

PROVO, Utah and SEATTLE, Oct. 7, 2025 /PRNewswire/ -- Nearly one in five consumers who have used AI for customer service saw no benefits from the experience. That's a failure rate almost four times ...

A lot of big businesses are making big statements about saving the world. What if they started by looking within to see if they're actually serving their own customers? Nominations sought We’re ...

In the race to modernize customer service, many companies are sprinting toward automation and AI with great urgency. But companies that go too far in that direction at the expense of the human side of ...

I recently experienced two epic customer service fails. Like many things in life, we can all learn a lot when things go awry—that is, if we pay attention. Epic Fail #1: After a three-hour drive to a ...

You're already feeling your blood pressure soar as you listen to the same few bars of the same synthesized on-hold phone music so many times, it’s bored into your brain. Finally, after 15, 20, maybe ...