In this episode of CMSWire TV's Beyond the Call, CMSWire Editor-in-Chief Dom Nicastro sits down with Amy Sessions, utility customer service division manager for the City of Clearwater, Fla. Amy shares ...

There are few things worse than needing to call a customer service agent for help. Stubbing your toe? Maybe. Working on Christmas? Probably. Hearing the final score of a game you DVR’d? Definitely.

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

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Generative artificial intelligence tools such as ChatGPT have a beneficial impact on customer service workers that can boost their productivity and improve how customers treat the workers, according ...

If you dread the thought of calling to change an airline ticket or negotiate your internet bill, a new artificial intelligence tool may provide a solution. DoNotPay, which offers an assortment of ...

Microsoft on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a ...

You call customer service to help solve an issue. Then an annoying AI bot wastes your time and leads you in circles. Next ...