Many brands miss their business goals, not because they have a poor product or their marketing strategy is weak. They miss their goals because they don’t prioritize customer service. And the main ...

Customer relationship management (CRM) software is a set of tools that help businesses track and manage customer interactions. The best CRM software can help businesses to better understand their ...

Zurich Insurance Group has over 55 million customers around the world. The insurer built an AI tool into its agents' workflow to increase customer loyalty. This article is part of "Build IT: ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. In the realm of customer service, a monumental shift is underway. Outdated legacy software ...

With three years spent researching, comparing, and testing software products, Tyler Webb is an expert on all things telecommunications. With work featured on GetVoIP.com, he's written over 150 ...

No longer nice-to-haves, CRM systems today are essential tools helping organizations create the high-touch, personalized interactions their customers demand. While most people equate customer ...

Amazon.com is getting into the contact center service business with Tuesday's announcement that it will make its contact center service technology available to other businesses. Amazon said the new ...

Customer service experiences can really stick with you—a positive interaction can inspire brand loyalty, and a negative one can prompt a complete boycott. But encounters with automated customer ...