Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...

Large language models (LLMs), the underlying technology behind generative artificial intelligence, are helping make contact centers much more efficient. But at this point in time, they are not being ...

Customer-centric service. Exceptional customer service puts the consumer first. Successful brands listen to their customers and deliver on their needs. The cost of poor support. A lack of care in ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

There's bad customer service — and even worse bogus customer service where anyone can easily be taken by a scammer with a quirky accent who demands a credit card on the spot when you call a fake ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...