Professional certifications are pivotal for customer service and contact center professionals aiming to enhance their expertise, credibility and career prospects. From frontline customer service ...

Invent, Zendesk announced a Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS) to accelerate AI-powered ...

Discover how Agentic AI transforms contact centres by enabling autonomy, improving efficiency, and enhancing customer service ...

When it comes to customer service and customer experience (CX), the emergence of AI has made quite an impact in the contact ...

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 people say customer service is dead. Let's face it, we've all had our share of experiences calling a customer hotline looking for help only to hang up feeling, well, helpless. But more than ever, ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Opinions expressed by Entrepreneur contributors are their own. Given their experiences with them, customers may believe (or at least hope) that call centers are a thing of the past. When asked to ...

Amazon.com is getting into the contact center service business with Tuesday's announcement that it will make its contact center service technology available to other businesses. Amazon said the new ...

Some people say customer service is dead. Let's face it, we've all had our share of experiences calling a customer hotline looking for help only to hang up feeling, well, helpless. But more than ever, ...