As the year draws to a close, we reflect on the insights and advancements in customer service. This article highlights CMSWire's top 10 customer service and contact center articles of the year, ...

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

In the contemporary landscape of customer service, the ascendancy of artificial intelligence (AI) marks a pivotal shift, one that accentuates the indispensable role of contact center specialists.

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. A contact center is every customer’s first call for answers ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Calvin Hennick is a freelance journalist who specializes in business and technology writing. He is a contributor to the CDW family of technology magazines. When Orlando Magic fans come to their first ...

In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

SequenceShift expands its PCI-compliant payment platform with a new Zendesk for Contact Center integration for secure ...