The key to delivering smart customer service is that it needs to be constantly re-evaluated, especially after seminal shifts in technology and larger trends (such as social media). Download this month ...

SANTA CLARA, Calif.--(BUSINESS WIRE)--SoundHound AI, Inc. (Nasdaq: SOUN) (“SoundHound”), a global leader in voice artificial intelligence, today announced that its fully-automated Smart Answering ...

AI-powered customer service chatbots could be the always-on agents your team needs—fast, scalable, and smarter with every interaction. Customer expectations have shifted sharply toward instant, always ...

Different industries have been finding different ways to adapt to the global digital transformation. For example, customer service centers, which are heavily reliant upon extensive manpower, are now ...

Outstanding customer service plays a vital role to corporate success in the ever-changing business landscape. The traditional customer service model is constantly criticized for long wait times, ...

Neither customer-facing tech, nor digital kiosks, nor self-service are new phenomena. But in an age where customers expect more tech options, including smart tech and kiosks, tech-friendly customer ...

Check out his month’s Best Practices topic on Smart Customer Support transformation and has two contributed submissions that address major contact center pain points with truly smart applications of ...

As entrepreneurs, a lot of us tend to be visionaries. We have big ideas of what peak success looks like in our business or as leaders. But sometimes, we get caught up in big, lofty visions that are ...

A massive and rapid shift in customer expectations is underway. Customers want personalized and highly relevant experiences across each business interaction — and they want these experiences instantly ...

We've all been there: endless hold times, unresolved issues and wondering if anyone actually wants to help. The good news? Customer service experts say simple strategies can transform those ...

My team has been through this—investing months into building a customer service team only to see, six months later, customer satisfaction and turnover rates hurt our budget. It's frustrating when the ...