The foundation: knowledge quality and ownership. At the heart of any effective agentic AI system lies one asset: ...

The Social Security Administration (SSA) today announced significant progress in its ongoing efforts to improve customer service while handling record transaction volumes.

CR explains how car recalls work, how to get get a free repair, and how to deal with problems. Includes timeline of major car ...

Businesses across the U.S. are embracing AI and automation to power faster, more personal, and more efficient customer ...

Customer Contact Week (CCW), the leading event series dedicated to advancing the customer service industry, announces its final CCW event of 2025, taking place from October 22-24 at Omni Nashville. As ...

Cloud-based call centers offer more than just VoIP. Explore key features, industry use cases and what sets top platforms apart.

Enter AnyDesk, a global leader in secure, high-performance remote desktop access, now seamlessly integrated into both Freshservice and Salesforce. These powerful integrations transform traditional ...

The Microsoft co-founder’s stint in customer service was a publicity stunt, but also a good reminder to leaders to spend more ...

Weirdly, many of the customer-service and dealership workers I spoke with seemed to forget the whole premise and suggested I resume driving the car. “Would you put your kids in it?” I’d ask.

Hyatt Hotels is the latest hotel giant to engage in massive staff reductions, with the company cutting 30% of its U.S. guest services and support personnel.

The changes include adding a 'Customer Champion' to field your query until it's resolved, updating you on their progress via your choice of calls, texts, or notifications in the My Verizon app.

Klarna opens a direct line to CEO Sebastian Siemiatkowski for its customers to offer feedback and ask questions – with the help of AI.