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 ...

Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

The FCC has already put a ban on foreign-made internet routers, and now it wants to change the way internet and phone ...

Next week, I’ll be moderating a panel at NVIDIA’s GPU Technology Conference (GTC) on artificial intelligence (AI) and how it will massively change call centers. Call Centers are one of those ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. May 18, 2020, 01:43pm EDT May 18, 2020, 04:01pm EDT This ...

As the year draws to a close, we reflect on the insights and advancements in customer service. This article highlights CMSWire's top 10 customer service and contact center articles of the year, ...

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 ...