AI is revolutionizing customer service, providing organizations with new ways to improve processes, efficiency, and the CX. Companies are using AI-powered tools to reduce wait times, improve response ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

Nov. 26—Thousands of everyday New Yorkers interact with some aspect of the state government nearly every day, from the Department of Motor Vehicles to the Department of Taxation and Finance and many ...

The Improving IRS Customer Service Act would expand information regarding refunds available to taxpayers online. The legislation would also require the IRS to inform ...

In today’s competitive business landscape, providing exceptional customer service is crucial for success. Businesses that prioritize customer satisfaction are more likely to retain customers, attract ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

With the growing importance of complete customer service initiatives, especially in vertical industries like healthcare, financial services, government, and telecommunications, contact center agents ...

Customers often encounter significant hurdles when attempting to connect with a customer service agent. This frustration is compounded by their existing concerns or issues, leaving them baffled as to ...

In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

In the bustling marketplace, businesses are constantly seeking ways to differentiate themselves from the competition. One of ...

When Richard Davey joined the Metropolitan Transportation Authority in 2022, the city subways had 3.1 million daily riders. The former Massachusetts secretary of transportation led a post-pandemic ...

LOUISVILLE, Ky. — The tolling service responsible for collecting fees in Louisville and southern Indiana says customers are seeing shorter wait times when calling for assistance. RiverLink said ...