CMSWire TV celebrated its inaugural year in 2024. We saw the launch of over two dozen shows across three series: CMO Circle, The Digital Experience and Beyond the Call. These series have provided ...

Inbound phone support is an undervalued customer service tool. Here is how to turn phone support into a source of customer ...

Dealing with conflict is no easy feat—especially when it’s coming from an upset customer. Whether it’s problems finding information on your website or frustrations with a particular product or service ...

SAN FRANCISCO--(BUSINESS WIRE)--Front, the industry-leading AI-powered customer service platform built for collaboration, today announced the acquisition of Idiomatic, a pioneering AI-powered voice-of ...

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...

Today's communication with businesses are powered by emerging technologies and supported by humans. NICE Enlighten, a purpose-built AI for customer experience, has operations, agents, and customers ...

Good communication is the key to maintaining your business's relationships with its customers. The people who support your company want to know that their patronage is appreciated and their needs will ...

Customer service and support platform Intercom this week unveiled the latest phase of its mission to infuse AI into every step of customer service, introducing Fin AI Copilot, an intelligent assistant ...

In our latest startup conversation, I sat down with two executives of AptEdge, a firm using natural language processing to improve customer service. Aakrit Prasad (pictured, right) is the co-founder ...

Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that makes it ...

LAS VEGAS — T-Mobile has been directing more of its customer service calls to actual human beings. What a concept! And as a consequence, its Net Promoter Scores, which measure the likelihood to ...