The FCC has proposed a rule aimed at bringing contact centers back into the U.S., causing some companies to weigh the pros ...

Quiq reports 12 best practices for call centers to enhance customer service, emphasizing empathy, efficiency, agent training, ...

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 ...

SAN FRANCISCO--(BUSINESS WIRE)--PagerDuty, Inc. (NYSE:PD), a global leader in digital operations management, today announced the launch of several new capabilities across the PagerDuty Operations ...

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 ...

In customer operations, AI is no longer just assisting agents. It is resolving, routing, predicting, and executing across ...

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 ...

Tommy Peterson is a freelance journalist who specializes in business and technology and is a frequent contributor to the CDW family of technology magazines. When the city of Los Angeles replaced its ...

Stanley Huang is cofounder and CTO at Moxo. Previously, he was a Principal Architect at Cisco and a Senior Manager at WebEx. Paradoxically, adopting digital transformation solutions meant streamlining ...

ATLANTA, May 12, 2022 /PRNewswire/ -- Norfolk Southern (NYSE: NSC) will deliver long-term value to shareholders by becoming more customer-centric and operations-driven, President and CEO Alan H. Shaw ...