As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...

In the contemporary landscape of customer service, the ascendancy of artificial intelligence (AI) marks a pivotal shift, one that accentuates the indispensable role of contact center specialists.

Contact Center as a Service (CCaaS) is a cloud-hosted software suite optimized for managing interactions with customers and, more broadly, the entire customer experience (CX). As the term implies, ...

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 ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

AI automation has already shown its value for standardized, high-volume processes. Now, genAI and agentic AI can deliver humanlike service in less standardized interactions.

Opinions expressed by Entrepreneur contributors are their own. Given their experiences with them, customers may believe (or at least hope) that call centers are a thing of the past. When asked to ...

Popular video conferencing app Zoom is adding a new business offering: Zoom Contact Center for customer service. It’ll have more than 100 features at launch and will cater to the agents, supervisors, ...

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 ...

Forbes contributors publish independent expert analyses and insights. I write about finance, philanthropy and changing consumer habits. Mar 30, 2019, 04:12pm EDT Mar 30, 2019, 04:12pm EDT This article ...