MSPs are best-situated to grow their existing business when they document common processes and evaluate every single interaction with clients, according to a ConnectWise leader. Service excellence is ...

Forbes contributors publish independent expert analyses and insights. A recent study by Harvard Business Review, conducted in collaboration with Tata Communications, reveals some unexpected news and ...

DANIA BEACH, Fla.--(BUSINESS WIRE)--IntelePeer, a leading provider of AI-powered communications automation solutions, announces the availability of its Customer Interaction Intent Study valued at $25K ...

Customer service agents are on the front lines for their brands — dealing with complaints, solving complex problems and managing emotionally charged conversations, often with limited tools and rising ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. In today’s rapidly evolving healthcare landscape, account managers are playing a pivotal ...

Robotic Process Automation (RPA) is a technology with the potential to redefine the way businesses interact with their customers, shaping the future of customer interactions. At its core, RPA provides ...

Paul English, a Massachusetts-based software engineer turned customer service “guru,” has become famous nearly overnight for his “dial zero for a human” automated phone system revolt. Judging from the ...

Few marketers would dispute the statement that it is the sum of all customers' interactions with a company, over time, that ultimately creates or destroys that company’s brand value. Yet few companies ...

Even in a blazingly fast, digital-first world, our society’s relentless pursuit of procedural and experiential optimization is probably always going to have a stubborn wrench stuck in the gears: ...