With customers increasingly using social tools (Facebook tops 500 million users with 41% of Americans having a Facebook page, 7% of Americans using Twitter, YouTube gets 2 billion views per day), how ...

Excellent customer service is an art, but even works of art require a structural foundation to come to life. This is why a framework for addressing customer service issues is crucial. It provides a ...

OpenAI has introduced a suite of audio models that power voice agents in specific enterprise settings, such as customer service. The models include speech-to-text and text-to-speech audio models in ...

Microsoft has launched three new artificial intelligence models that can be used to power customer service agents, ...

In a recent report it was discovered that nearly one fifth (18%) of customer service managers said they are reverting back to pre-pandemic models such as brick-and-mortar contact centers. This is ...

Customers now benchmark you against the best digital experiences, not just your direct competitors. The future of customer experience lies in cultivating teams of strategic problem-solvers who can ...