As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...
Optimize omnichannel opportunities. Provide clear AI-powered channels for customer communications that deliver personalized experiences. Enhance customer data analytics. Simplify and refine data ...
Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 5 years old. In the world of ...
The pandemic threw customer service into the spotlight, even as the industry faced challenges alongside the rest of the world. But as the pandemic starts to subside and the dust starts to settle, ...
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 ...
Some of the most hated companies in the U.S. are also the most profitable. Much of this consumer resentment may stem from poor customer service. In fact, most Americans have fought with phone menus, ...
Getting your Trinity Audio player ready... FORT COLLINS — Helene Sposato’s cheery voice on the phone sounds like a friendly neighbor a few houses down the street. You don’t know her well, but she’s ...
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