Once upon a time, people would buy goods or services they needed and go on about their day. Leaving reviews wasn’t a thing. Expecting a company to go above and beyond what you wanted wasn’t a thing.

The integration of AI in customer service isn’t about choosing between technology and humanity—it’s about using machine intelligence to strengthen human relationships. The Fast Company Executive Board ...

KPIs have many different names and can be either a framework for customer service success or a ball and chain which removes an agent and manager’s flexibility and creativity. The most important aspect ...

How do you know your customers are happy? Out of all the metrics that contact centers track, there are certain KPIs that are essential for understanding your customers and making sure they’re ...