Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

There's still a widespread belief that humans have an edge over AI-powered chatbots when it comes to one of the most important challenges that businesses face: connecting with customers on an ...

Contact center volume jumped markedly when the COVID-19 pandemic forced the closures of physical locations around the world, meaning contact centers were the sole source of customer-company ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

We've all been there: dialling a customer service number with high hopes of speaking to a real person, only to find ourselves trapped in an automated labyrinth. You're shuffled around, stuck on hold ...