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, ...

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 ...

Calvin Hennick is a freelance journalist who specializes in business and technology writing. He is a contributor to the CDW family of technology magazines. When Orlando Magic fans come to their first ...

Contact center AI is increasingly integrated directly into call center software, making advanced capabilities available to agents without added complexity. AI bots now help answer routine questions, ...

Customer experience is your brand's most powerful differentiator. AI-powered customer experience gets smarter with every interaction. Reactive customer service isn't enough. Brands need to meet ...

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 ...

STAMFORD, Conn.--(BUSINESS WIRE)--Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm, has launched a research study examining service providers ...

Your customer service call center is the heart of your business, and has a direct effect on customer satisfaction. If they experience long wait times or ineffective agents, customers will be unhappy ...

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 ...

As technology continues to advance across digital channels, customers have come to expect a seemingly endless array of options for engaging with businesses. And they want more than the ability to ...

LANSING, Mich., March 06, 2025--(BUSINESS WIRE)--Jackson National Life Insurance Company® (Jackson®), the main operating subsidiary of Jackson Financial Inc. 1 (NYSE: JXN), has again been honored with ...