If you haven't yet heard about digital twins, you will. The concept of creating a digital replica of a physical object may sound far-fetched, but it's no longer science fiction. In fact, 30% of Global ...

I’ve never heard someone say, “I’m hoping for a bad customer service experience.” On the contrary, people want and expect a good service experience. We know what good service looks like. We like the ...

The interview with a customer service applicant is underway. After looking at skills and background, it's time to determine whether the applicant will be a good fit. You’ve conducted hundreds of ...

HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced that it has been recognized as the market share leader in Workforce Management (WFM) for the 12 th consecutive year based on seats ...

Consider Jack in the Box, which a year ago shut down all of its customer call centers, pushing customer service online Making retail operations digital is usually an improvement. Done properly, ...