In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

AI is revolutionizing customer service, providing organizations with new ways to improve processes, efficiency, and the CX. Companies are using AI-powered tools to reduce wait times, improve response ...

Lee Davis is a tech analyst who has been covering the document imaging industry for over five years. Currently, Lee is the Associate Director of Software and Scanners at Keypoint Intelligence, where ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

In today’s competitive business landscape, providing exceptional customer service is crucial for success. Businesses that prioritize customer satisfaction are more likely to retain customers, attract ...

Successfully injecting generative artificial intelligence (AI) into customer service requires a systematic approach. Improving the customer experience using generative AI solutions is about ...

It’s been an eventful year in technology, but one theme stands out as the dominant one of 2024: the emergence of generative artificial intelligence as a viable, even breathtaking, advancement. It ...

Many customer-experience leaders, I’ve found, are bullish about the possibilities of using artificial intelligence to transform customer service. The opportunity to improve service availability, ...

In the bustling marketplace, businesses are constantly seeking ways to differentiate themselves from the competition. One of ...

As the last few days of 2025 come into view, thoughts are naturally turning to what next year will hold for the channel – and there is no better way to find out than by asking those working in it.