We've all been there - the dreaded call to a customer service line... AUTOMATED VOICE: Please hold while your call is being transferred. MCCAMMON: ...Frustrating automated menus, long wait times. And ...

During the height of the COVID-19 pandemic, almost all contact center agent jobs shifted to a work-from-home model. And now that the pandemic has basically come to an end, many of those jobs have ...

If the people who are responsible for interacting with your best customers feel disengaged and unhappy, it's reasonable to conclude that their attitude will have a negative impact on their users and ...

OpenAI’s ChatGPT is the hottest artificial intelligence (AI) app in cyberspace right now, wowing users with its ability to come up with seemingly human text, including articles, stories, computer code ...

As the dust settled on what most have deemed the “new normal” of working from home, many industries — including customer service — rapidly shifted operations to be remote work-friendly. At the same ...

The well-worn phrase 'this is the way we've always done it' is out of date for service agents' working hours. Peter Lorant of Zendesk shares why companies need to take note - and be flexible. Leaders ...

Headlines announcing Klarna’s AI pullback were wrong, its CEO says. Instead of retreating, it’s handing more tasks to the bots. Klarna’s AI push has been the loudest, if not the boldest, attempt to ...

On December 13, the Biden administration issued a sweeping executive order designed to drive new and better ways to improve the “customer,” or citizen, experience with government agencies. According ...

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...