Most of us have been on the other end of one of these calls… we have a problem, and a call center representative is talking to us like a robot. But in this story, we get to hear the other end of a ...

Jeff Somers is a freelancer who has been writing about writing, books, personal finance, and home maintenance since 2012. When not writing, Jeff spends his free time fixing up his old house. He has ...

Stay up-to-date with the latest Contact Center and Contact Centers as a Service (CCaaS) news and insights at CMSWire. Our Contact Centers CCaaS channel delves deep into the evolving world of customer ...

When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned ...

Frontier Airlines will no longer answer customer service phone calls, according to CNBC. So passengers and customers who need to make changes or gain flight information will not be able to call the ...

Customer experience is key to a customer retention rate that leads to more deals and revenue. Learn how companies like MasterCard are implementing AI strategies that are transforming how customer ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...