For busy consumers hoping to quickly resolve an issue through customer service, no seven words are likely to spark more dread. How long, exactly, are we excepted to suffer the indignity of terrible ...

Customer service has evolved to meet consumers' ever-increasing demands. While artificial intelligence (AI) has revolutionized the way businesses interact with their customers, the human touch remains ...

Skilled agents often juggle billing systems, shipping partners, and CRMs at lightning speed, revealing common patterns in ...

2023 will be remembered for a lot of things, but for many, it will be the year when budget reductions, cost-cutting and layoffs were front of mind. In the tech sector alone, more than 240,000 jobs ...

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

SAN FRANCISCO--(BUSINESS WIRE)--HDI, the leading organization dedicated to elevating service and support across the enterprise, today unveils “The State of Service Management in 2024” report. The ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

Today at NRF 2026, Google Cloud unveiled Gemini Enterprise for Customer Experience (CX), an agentic solution designed to bring shopping and customer service together on a single intelligent interface ...

In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. Getting customer service right is something that I've always ...