Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. According to Capterra, a division of Gartner, in the past two years ...

Scott Cook, former director of eBay, has been credited with saying, “Instead of focusing on the competition, focus on the ...

Thousands of everyday New Yorkers interact with some aspect of the state government nearly every day, from the Department of ...

Learn how to enhance contact center CX and level up the customer experience with a few practical changes and the tools you ...

Businesses are turning to AI chatbots to deal with customer service. The new tech saves them money, but it's leaving a lot of ...

If you ask the industry, there’s more than enough competition to make sure everyone’s very happy with their internet options.

The Hungarian budget airline, which has been rated the UK's worst for customer service, is investing in AI to improve its ...

This boost in tax revenue occurred because of the Inflation Reduction Act, which President Joe Biden signed into law in 2022.

Monitoring the right metrics is essential for operational improvement. According to research, efficiency gains of 30 – 50% ...

Lobby groups for Internet service providers claim that ISPs' customer service is so good already that the government ...

For those of us paying attention in the customer service space, there are new developments in artificial intelligence ...

The value of AI is not in replacing jobs, but in doing the jobs that enhance the ears, the eyes, and the ‘voice’ of the ...