Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. A contact center is every customer’s first call for answers ...

On Jan. 12 Five9 announced an expanded partnership with Google and a new joint Enterprise CX AI solution targeting large ...

Call Centers are often consumers’ first encounter with a business. That experience can make or break a customer’s decision to continue interacting with the company. Because call centers shoulder the ...

Although 2023 may have been dominated by a deluge of generative AI product announcements, the year also witnessed big news regarding Avaya, the overall move toward cloud-based platforms and the ...

AI automation has already shown its value for standardized, high-volume processes. Now, genAI and agentic AI can deliver humanlike service in less standardized interactions.

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Customer experience is your brand's most powerful differentiator. AI-powered customer experience gets smarter with every interaction. Reactive customer service isn't enough. Brands need to meet ...