A new bill looks to reduce hold times by requiring businesses to connect customers with a human within 5 minutes, aiming to ...

Contact centers need AI to scale, but leaders can’t afford to trade efficiency for trust. A copilot-first roadmap keeps ...

Here are some customer behaviors that grocery store workers can't stand. This list isn't meant to shame, but to explain why it's important to cut these habits.

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

(NEXSTAR) — A customer of the East Coast-based bus service BestBus, formerly known as DC2NY, says an overnight ride from New York City to Washington, D.C. turned into a nightmare — after the bus’s ...

A new AI-powered receptionist named EMMA is now answering calls for nearly one million GP patients in the UK, reducing phone queues and changing how patients interact with local healthcare services.

If you're a Duke Energy customer, the company is warning you to be wary of a scam text regarding a scheduled power outage.

The companies on Jan. 21 announced a strategic partnership and joint solution that combines Medallia's omnichannel customer ...

Mark Speare, a fintech executive with experience across B2B and B2C SaaS, customer success and trading technology, examines ...

Calabrio, the workforce and conversation intelligence company, today released findings from its latest The Voice of the Agent Report, revealing an industry in the midst of profound change with a ...

A local woman was scammed out of over $2,400 after calling what she thought was a customer service number for Zelle.

The telecoms giant revealed to This Is Money last year that it spent £1million on customer serviceevery day but was eyeing ...