With less than half of consumers happy with the service they receive and only 16% of agents satisfied with their roles, ...

Wix and other web hosting providers are using AI to make website design easier and Zoom, Verizon and JotForm are rolling out ...

Using Hanlon’s Razor and maintaining empathy in customer service takes a little practice. It helps having a mentor like Bob ...

The study found 86% of decision-makers across a wide range of industries agree the phone is the most important outbound ...

Human beings, with all that they bring to this complex relationship between the interrelated parts of the system, will make ...

Customer reviews and ratings have become a pivotal factor in purchasing decisions, but how much do consumers really trust ...

The future of customer service will require a strategic blend of human and virtual agents, says Capgemini. The report – ...

The best customer service brands 2025 include Apple, Sam's Club, and luxury hotel companies like Mandarin Oriental and ...

Even as AI plays a pivotal role, Malhotra emphasised that customer service is ultimately a human-driven function. He urged financial institutions to invest in training staff on the behavioural aspects ...

Oluwaseun AdeoyeOluwaseun Adeoye With innovation and competition battering them constantly in the fast-paced world of electronic payments, it really is easy to just run after loyal customers for new ...

AI-enabled conversational agents (CAs) are transforming customer service by enhancing job identity and organizational ...

Managing customer vulnerability in a business-to-business (B2B) context can be more challenging; however, at their core ...