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 ...

One red-hot category in the generative AI space is customer support, which isn’t surprising, really, when you consider the tech’s potential to cut contact center costs while increasing scale. Critics ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

Assembled, which bills itself as a workforce management platform for customer support teams, today announced that it raised $51 million in a Series B funding round led by New Enterprise Associates, ...

When I was a developer in 2002, I joined a startup computer software company as a product support engineer. In this support role, my developer mindset gave me a unique perspective of the ...

We list the best help desk software, to make it simple and easy to manage a single platform for answering queries from staff and/or customers. Whether your support team is working internally or in a ...