Customer preferences are constantly shifting with the evolving landscape of technology. Customers now expect interactions with companies across diverse communication channels, including phone, chat, ...

When many people think of call centers, they envision someone sitting at a 1950s switchboard waiting for inbound calls. Almost entirely product-focused, these calls typically involved high level ...

Not long ago, a customer who wanted to contact a retailer with a comment or question about a product was limited to either calling or writing a letter. Those days are gone. Lenny is a freelance ...

Contact centers are often the frontlines of customer service for businesses today, yet many companies fall short when it comes to delivering a superior customer experience. For example, according to ...

Innovation accurately models and simulates the interaction dynamics of chat, email, IM, social media and other text-based customer communication Growing use of digital communications channels render ...

eBook The State of AI in Customer Experience 2025 How AI, human talent and unified platforms are driving up to 20% higher customer satisfaction and measurable ROI. Read now Guide Getting Started with ...