Digital beings are coming into parity with the way humans think,” says Chetan Dube, an AI pioneer and the CEO of Quant.

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

Reaching out to customer service can be frustrating, especially after long hold times or a messed-up order. But the person ...

A compassionate customer experience can stay with you forever—just like these real-life examples shared by our employees. We’ve all missed important moments during the pandemic. For me, it was the ...

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DEAR ERIC: I often need help with tech support. When I call I sometimes get a representative with a strong accent that I can’t understand. What is a polite way to address this? I sometimes just thank ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...

As one of the world's largest retailers, Amazon typically has customer support available 24/7.Getty Amazon is one of the world's largest retailers, which means it has perfected the process of quickly ...

If you’ve ever had a phone call with a customer service representative mysteriously “cut out,” it could be that they’ve found a way to end the conversation without getting in trouble. At least, that’s ...