We are a team of writers, experimenters and researchers providing you with the best advice with zero bias or partiality. Salesforce predicts that by 2027, 50% of customer service cases will be ...

In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Megan Jones of Call Centre Helper recently interviewed me ...

When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

With increased market competition and the rise of challenger banks, traditional financial institutions must differentiate themselves by keeping, or even out-pacing, consumer demand and ever-evolving ...

Thanks to a trio of pandemic-era shake-ups -- job vacancies, work-from-home, and chattier callers -- customer-service wait times are soaring in the US. The average length of a service call rose by ...

Almost every sector in the UK has faced unprecedented disruption in 2020 and the finance sector is no different. In particular, businesses operating in this industry have had to overcome a series of ...

Eir, the largest provider of fixed line telecommunications services in Ireland, has announced what is being called a “transformative” partnership with NTT Data and Genesys. Offering broadband, voice, ...

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