Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

There is a classic Saturday Night Live sketch where Roseanne Barr "helps" a customer by saying exactly what every representative is actually thinking. I’ve even seen that sketch used as a training ...

Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...

In Field of Dreams, the voice in the cornfield tells Ray Kinsella, "If you build it, they will come." That may work in the movies, but if you want customers to keep coming back, you need a product or ...

This is an archived article and the information in the article may be outdated. Please look at the time stamp on the story to see when it was last updated. Calling customer service is often a ...

A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap. Customers and vendors alike want a speedy resolution to any support issues. Increasingly, ...

A help desk professional is someone that balances customer service skills with technical competency to assistant internal employees or external clients with computer or technological issues. Internal ...

The growth of machine customers is projected to be more significant to enterprises than the arrival of digital commerce. In the next few years, customer service and support leaders must prepare for ...

It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...

STAMFORD, Conn.--(BUSINESS WIRE)--A recent survey of nearly 250 customer service and support leaders across the globe revealed five emerging trends in technology adoption and where service ...