When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...

AI simulations focus not only on procedural knowledge but also on emotional intelligence and decision-making. Agents learn to ...

Telecom providers are ditching clunky decision-tree chatbots for autonomous AI agents, and it should make customer service a ...

Verizon’s outage yesterday was bad, but it proved the company knows one thing: When things go wrong, humans want to speak to ...

Boarding a plane has become ‘elitist,’ passengers say — but airlines profit off premium travelers paying for priority status ...

Skilled agents often juggle billing systems, shipping partners, and CRMs at lightning speed, revealing common patterns in ...

Filipinos are known for their patience, and a new study shows that this quality extends to the digital world. However, that patience is being pushed to the limi ...

With rising costs, most of us wish there were ways to reduce our bills. With just a simple phone call, you can try to ...

AI won’t fix customer experience if phone systems and CRM platforms don’t share real-time context. Integrating them first gives agents and automation the data needed to route calls faster and ...

American Airlines updates its app to tackle flight disruptions, aiming to reduce airport service lines through self-service rebooking and recovery tools.

Voice scams can cost banks and customers millions in seconds -- why phone lines remain one of finance's biggest blind spots.

Legitimate outbound business calls are increasingly flagged as spam, creating unseen barriers to customer communication.