Companies including the Commonwealth Bank of Australia, Microsoft Corp., Uber Technologies Inc. and Hyatt Hotels Corp. are ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

Picture this: Instead of having to operate an expensive call center tied to a physical location, you’ve created a virtual, multimedia contact center staffed by agents working from home or in distant ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

ISG has launched a study of service providers that help enterprises modernize contact centers and customer experience through AI and service delivery.

For most Americans, customer service conjures thoughts of an irritating maze of phone menus, call flows, and transfers, followed by scripted voices with strange accents belonging to people halfway ...

When customer experience breaks down, the contact center is where the pressure lands. Service leaders are told to respond ...

SAN FRANCISCO--(BUSINESS WIRE)--Dialpad Inc., the industry leader in AI-powered communication and collaboration, today announced that TMC, a global, integrated media company, has named Dialpad Contact ...