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 ...

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 ...

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 ...

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 ...

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 ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

Australians ringing customer service have long been used to calls being answered in the Philippines or India, but soon the call could be answered in Bali – by an expat Aussie.

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 ...

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Telewest is planning to roll out new software to its customer service call centres later this year. The cable operator has selected the User Process Management Platform from London-based Corizon. The ...

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, ...