Companies are increasingly routing customers to chatbots. New research looks into whether customers prefer human or chatbots ...

New research and high-profile failures reveal AI in customer service often creates more work and damages trust, challenging ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes.

Australian airline Qantas said Wednesday that a hacker made off with a trove of customers’ personal data, including passenger ...

AI is changing the rules of customer engagement-see how in IDC's latest spotlight reportCustomer service is shifting from managing interactions to resolving outcomes-proactively, intelligently, and at ...

AI can personalize experiences, predict behavior and take actions on a customer's behalf. But if your customer doesn't ...

Dialog Enterprise, the corporate ICT solutions arm of Dialog Axiata, continues to drive innovation in Sri Lanka’s business ...

The customer service troubles came after the SSA announced plans in late February for a “massive” restructuring of its operations, including a workforce reduction target of 12 percent — from 57,000 to ...

Nothing’s co-founder praises Bengaluru’s efficient service center, highlighting 98% issue resolution within 2 hours & 97%+ ...

Each service gets a summary of the most important points and a grade. According to TOSDR, by accepting Facebook’s terms, you’re giving them permission to use your name and photo in ...