AI-driven voice technology allows companies to improve customer and employee experience alike. But is it something customers want? Voice-recognition applications are nothing new, but artificial ...

Customer service and support software firm Freshworks Inc. today announced new artificial intelligence-powered upgrades across its employee experience and customer experience platforms. The new ...

If you've ever wanted to complain to customer service — about customer service — you're not alone. According to the National Customer Rage Survey released last month, 74% of Americans reported having ...

This is an archived article and the information in the article may be outdated. Please look at the time stamp on the story to see when it was last updated. Implement necessary procedures for efficient ...

Some companies have succeeded for decades by being traditionalists when it comes to customer service (which is my consulting wheelhouse) . These are companies that have thrived over the years by ...

In the annals of enterprise information technology, Customer Relationship Management (CRM) has a storied, if not necessarily checkered past. The term has been associated with expensive implementations ...

In early 2020, when the coronavirus was still a distant concern, my wife and I booked an AirAsia flight to Bali. Big mistake. At the start of lockdown, we scrambled to secure a refund. We called the ...

Dohrn’s tech-driven operations plan improves visibility, cuts admin time, and boosts customer service across its LTL network. Electronic BOLs, PODs, and dock management systems save time, reduce ...