LOS ANGELES & LONDON--(BUSINESS WIRE)--Almost half of customer service calls are abandoned due to call center background noise, with 42% hanging up immediately when they detect the noise. That’s ...

Language plays a key role in almost every marketplace interaction. It’s how salespeople talk to prospects, leaders talk to teams, and customer service agents talk to customers. Recently, firms have ...

Amazon Web Services Inc. is boosting its AWS Contact Center Intelligence offering with a new call transcription analytics tool that it said can generate more insights from customer conversations.

Forward-looking: Most people dread calling customer service numbers because it usually means navigating a menu of automated options and then waiting on hold while listening to elevator music, ...

“The amount of data we are able to get from a coaching perspective is unreal,” said Michelle Grimm, director of consumer operations business support for Fifth Third Bancorp. Fifth Third Bancorp used ...

RedRoute, a voice-based customer service experiences and conversational artificial intelligence startup, is going after an emerging $350 billion customer service automation sector. When Brian Schiff, ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...