Annual NICE inContact CX Transformation Benchmark finds more businesses offering chat and text, stronger preference for offering self-service channels including chatbots “We’re seeing tremendous ...

What hasn’t COVID-19 affected? The way we work, the work we do, the way we connect. Connection now resides in video conferencing, virtual happy hours and family FaceTime. In times of social distancing ...

Consumers' expectations continue to change as many people shift to digital channels for researching, shopping and customer service needs. Companies around the globe are adapting to these evolving ...

Ryan has been a magazine and newspaper editor for 21 years, with the last 15 covering a variety of bases for CDW’s family of tech magazines. As Editor in Chief, he works on developing editorial ...

To chart the best course to success in 2024, businesses must be savvy to the evolving landscapes that influence how we define excellent customer service. These include both established and emerging ...

Like just about every other aspect of business, the COVID-19 pandemic drove customer service to digital channels as well. But now, as businesses reopen and workers return to offices, experts expect ...

Consumers are accustomed to receiving new levels of service online. And they’re increasingly turning to chat, text or messaging apps instead of making a phone call. With the increased reliance on ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More At its Ignite developers event today, Microsoft announced the addition of ...

Neobank users are more likely to feel disgruntled by poor customer service than those who have accounts with full-service traditional online banks. Startups may be able to get away with sparse ...

Earthlink is one of the country's smaller Internet service providers, serving just over 5 million customers. As such, it needs to differentiate itself—and has decided to do so by providing superior ...

Since mid 2017 Spark has reduced its customer service costs by 25 per cent and call volumes to its contact centre by 33 per cent through the use of human online chat and virtual assistants – chatbots.

TORONTO--(BUSINESS WIRE)--While wireless carrier call centres continue to be the most frequently used channel for customer service needs, unassisted support via mobile apps has seen the most growth in ...