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

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

I’ve looked over my past articles to come up with some resolutions every business must do. But instead of sharing what to do, ...

CMSWire 2025 Contributor of the Year Trish Wethman challenges leaders to move beyond NPS arguments and focus on action that ...

Data from the State Administration for Market Regulation showed that in 2024, consumers filed 6,969 complaints related to intelligent customer service in the e-commerce after-sales sector, an increase ...

Over the past year, Salesforce CEO Marc Benioff has touted his company’s main AI product, Agentforce, as a money saver for businesses looking to automate work using the power of large language models.

Discover the challenges and importance of last mile logistics, the final step in delivery, impacting e-commerce, telecommunications, and cryptocurrency transactions.

BGE’s customer service call wait time in recent weeks has averaged over 50 minutes, while billing question wait times are averaging over 100 minutes. The PSC has received 657 complaints against BGE ...

Cricut, which makes smart cutting machines for crafters seeking to personalize their designs, faced customer service problems familiar to many retailers. The Cricut CX human agents, who support ...

Louie Sharp, owner of Sharp Auto Body in Illinois, is grateful for some big changes that led to him rebuilding his business in a new way. “The number-one thing, the first thing you must do, is ...

Dealership service departments are losing loyalty: a new report shows customers face scheduling delays, poor communication and repeat repair visits. Dealerships are losing service customers due to ...

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