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 ...

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 ...

The company launched the Agent Operations Center on Dec. 9, positioning it as the first unified command hub for managing both ...

Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...

Integration connects agentic orchestration with multi-agent AI to streamline enterprise customer service workflows.

In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

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 ...

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 ...