In a world full of messages and videos, voice remains the most powerful tool we can use to retain customers. This is largely down to emotional intelligence. When it comes to customer service, ...

Traditional phone menus require callers to understand how a business has organized its departments”— Brett Thomas NEW ...

On October 23, the Federal Communications Commission (FCC or Commission) issued a Notice of Inquiry (NOI) focused on customer service across a wide array of communications companies, expressly ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This voice experience is generated by AI. Learn more. This ...

Customer service or the lack thereof is always an issue with hardware, software and communications companies. Louis D'Ambrosio, the President and CEO of Avaya, presented the first keynote at Voiceon ...

Today, customers have more control than ever over how they interact with businesses. Attention is much more difficult to get, and data privacy and compliance are necessary for every interaction. At ...

In today’s fast-paced digital world, customers expect seamless service across multiple channels. Whether they contact you via social media, email, chat, or phone, consistency and quality of service ...

A 2023 Axios HQ survey found 77% of leaders think their communications provide the context employees need to do their jobs well, while only 46% of staff felt the same way. Company growth, new ...

For years, SMS has been the dependable workhorse of enterprise messaging. It reaches customers across networks and devices, works without a data connection and remains one of the most effective ways ...

Printed communications remain a preferred option for record-keeping, sensitive information, financial matters, and official documentation. Digital continues to expand in areas where immediacy and ...

As more organizations embrace digital transformation, customers expect the convenience of modern, personalized technology that delivers seamless and efficient experiences. Whether shopping for ...

Recent experiences with One Communications (OC), formerly GTT, show that they need to revamp their Customer Service design to become more efficient and highly responsive when a customer is having poor ...