The best customer service reps are empathetic, adaptable, and clear communicators—qualities every leader needs in uncertain ...

What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your ...

The Social Security Administration says it has cut the time it takes to answer calls and reduced a backlog of disability ...

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the ...

Here are Salesforce's three best practice recommendations for every organization integrating AI into their service approach.

Since then, organizations have been chasing the promise of AI and its ability to simulate human interactions with consumers across the customer journey with varying degrees of success. Communication ...

Basic EPS Increase: 111%. Free Cash Flow: $561 million, higher by 58%. Consolidated CapEx Decline: $101 million or 13%. CapEx Intensity: 13%, down 200 basis points over Q3 last year.

IVR call flow basics IVR is a standard feature for business phone services and call center software. It provides a simple way to accept calls and encourage callers to exhaust their self-service ...

Most business phone systems and call center software offer tools to visualize and analyze call flow. Here’s how to improve it at every step of the journey, from greeting to resolution.

Why Use a Flowchart?. A flowchart is a pictorial or graphical representation of a process. Flowcharts are used in many industries including entertainment, engineering, physical sciences and ...

June 4 (Reuters) - Microsoft (MSFT.O), opens new tab on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT ...