Companies that respond to these trends now will be better prepared to succeed and maintain their competitive advantages. Smart organizations view their contact centers as their first lines of defense ...

Companies including the Commonwealth Bank of Australia, Microsoft Corp., Uber Technologies Inc. and Hyatt Hotels Corp. are using automated chat and phone systems to handle work that previously ...

Editor's note: This article was updated May 16, 2025 with new data and content. It was originally published Nov. 21, 2024. Contact Center as a Service (CCaaS) is a cloud-based customer experience ...

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, ...

The use of AI in call centers is changing the approach many organizations take to customer service. By automating routine inquiries and providing real-time insights, AI helps companies cut down on ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.

Adam Stone writes on technology trends from Annapolis, Md., with a focus on government IT, military and first-responder technologies. The University of California, Riverside has transformed ...

Nearly every company claims to deliver superior customer service. Yet, despite the focus on creating memorable experiences, many customers still report dissatisfaction when interacting with ...

Customers are turning the tables on call centers with their own robot voices.

AI success depends on whether enterprise data is ready, reachable, and close enough to the workloads that need it. In this eSpeaks episode, Dell Technologies’ Vrashank Jain explains why fragmented ...