Two-thirds of consumers contact customer service after receiving proactive outreach from companies, often using costly assisted channels because they need additional information or confirmation, ...

Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing personalized service, and dedicated moments. All of this is becoming possible ...

Resellers operating in dealer networks have been on a rollercoaster ride since the 90s in the search for margin in products and services. They likely recognize a phenomenon described by Alexander ...

STAMFORD, Conn.--(BUSINESS WIRE)--Two-thirds of enterprises will be using AI to manage field service operations by 2028, tightening control over the many variables involved in providing on-site ...

New technology is helping Spectrum prevent problems before they arise. Spectrum is using telemetry to find potential problems with your cable or internet, before a homeowner even notices. This allows ...

Customer service organizations, get ready for a bumpy holiday season! As global supply chain and shipping constraints are expected to intensify, customer service teams will need to navigate more ...

AVOXI, a provider of cloud voice software for contact centers, has upgraded its diagnostic offering, Proactive Service, which automatically identifies call vulnerabilities and proactively fixes them ...