Through social media, virtually anyone, anywhere in the world, can be heard. Unfortunately for many businesses, an individual's comments might not always be complimentary. This is prompting more ...

Reflecting on that unforgettable hotel experience I shared in my previous article, the lack of emotional agility didn’t just tarnish my stay—it altered my perception of the brand. This highlights a ...

In the realm of customer interactions, generative AI is swiftly becoming a game changer. Gartner's latest insights reveal that a staggering 42% of generative AI initiatives are focused on transforming ...

Professional certifications are pivotal for customer service and contact center professionals aiming to enhance their expertise, credibility and career prospects. From frontline customer service ...

In this economy, everyone wants to lower costs and provide better service. But no one has the patience or stomach for investing in extensive analyses and full-blown reengineering projects. So what can ...

Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...

In an age of instant gratification, consumer savviness has driven companies to become more customer-centric. However, as companies improve their customer experiences, customer expectations will ...

SCOTTSDALE, Ariz.--(BUSINESS WIRE)--Nextiva, a leading AI-powered customer experience platform for businesses of all sizes, today announced its participation at this year’s Customer Contact Week (CCW) ...

Opinions expressed by Entrepreneur contributors are their own. Given their experiences with them, customers may believe (or at least hope) that call centers are a thing of the past. When asked to ...