The embedded training and coaching AI strengthen human-led delivery, especially for complex customer, member and ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

As the year draws to a close, we reflect on the insights and advancements in customer service. This article highlights CMSWire's top 10 customer service and contact center articles of the year, ...

The proposed rule would require affected companies to disclose a customer service agent’s location and limit call volume from overseas contact centers, among other changes.

The FCC is also considering a rule that would require companies to tell customers when their call is being handled outside ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. May 18, 2020, 01:43pm EDT May 18, 2020, 04:01pm EDT This ...

In today’s high-volume support environments, contact centers are grappling with a dual crisis: skyrocketing Average Handle ...