In today’s competitive business landscape, providing exceptional customer service is crucial for success. Businesses that prioritize customer satisfaction are more likely to retain customers, attract ...

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 Q in Connect assists agents with real-time responses and recommended actions to help improve customer satisfaction and address customer needs faster Amazon Connect Contact Lens adds ...

A digital-first Social Security overhaul has cut wait times and reduced backlogs, according to new data shared by the SSA.

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

Customers often encounter significant hurdles when attempting to connect with a customer service agent. This frustration is compounded by their existing concerns or issues, leaving them baffled as to ...

WASHINGTON, DC - SEPTEMBER 21: Sen. Rob Portman (R-OH) speaks to Sen. Gary Peters (D-MI) at a hearing to discuss security threats 20 years after the 9/11 terrorist attacks at the U.S. Capitol on ...

Brands are discovering that using AI provides a more customized, reliable shopping experience. Marketers say conversational AI is taking some of the pressure off of live customer service. Two major ...

The Improving IRS Customer Service Act would expand information regarding refunds available to taxpayers online. The legislation would also require the IRS to inform ...

A bipartisan pair of lawmakers, Sen. Bill Cassidy, R-Louisiana, and Mark Warner, D-Virginia, introduced legislation supported by the American Institute of CPAs to improve customer service at the ...

When Richard Davey joined the Metropolitan Transportation Authority in 2022, the city subways had 3.1 million daily riders. The former Massachusetts secretary of transportation led a post-pandemic ...