Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

The relationship between any business and its customers rests upon the customer experience. Statistics clearly show that finding new business costs more than keeping existing customers. This is why ...

The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...

Customer service is on the brink of a major transformation in 2024 Four trends that will drive a better AI customer experience You’ve just assembled your new grill, but you’re stumped on how to hook ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

Recent investments in contact center AI are reshaping the industry with better response times, issue resolution and enhanced customer service experiences. As customer expectations rise and the demand ...

Our topic is deploying customer service with AI to maximize results. As artificial intelligence evolves in the call center, it can provide real-time guidance. But measuring success remains key to ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Struggling to decide between answering services vs call center services? Check out our in-depth guide to learn which one’s right for your business. Answering services and call center services both ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...