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 ...

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, ...

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, ...

Salesforce, a cloud-based software company launched its newest innovation – Salesforce Contact Center, which aims to turn company contact centers into transformed hubs of automated, intelligent and ...

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 ...

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 ...

The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes nine of the ...

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 ...

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 ...

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 ...