Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Record numbers of over-65s are in employment. We need to address how they are treated by managers, colleagues and customers ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

The campaign, first launched in 2024 during the Bank’s commemoration of World Environment Day, stresses Polaris Bank’s ...

CMSWire 2025 Contributor of the Year Trish Wethman challenges leaders to move beyond NPS arguments and focus on action that ...

Most importantly, hybrid brings together what customers value most: the speed of technology and the humanity of real people.

A friendly conversation with cashier Elvira Gentry at Cash Wise on 13th Avenue South led Pam Thorson to a mammogram, which detected her breast cancer early. Elvira Gentry, left, a checker at Cash Wise ...

Unlike basic appointment bots, Numa's Voice AI is connected to an AI-powered inbox that knows customer history, coordinates teams, and brings humans in when needed—ensuring faster responses, higher ...

While conversation analytics (CA) is one of the earliest AI-enabled contact center products, the application is currently experiencing a renaissance driven by generative and agentic artificial ...

Alorica, TE Connectivity, TP, UPMC Health Plan, and other leading organizations recognized for breakthrough results in operational excellence, contact center performance, and CX innovation CallMiner, ...

Customer conversations have become the frontline of enterprise growth. Speed, scale, and automation once defined success. But today, they are no longer enough. Customers expect more than fast replies.