As the dust settled on what most have deemed the “new normal” of working from home, many industries — including customer service — rapidly shifted operations to be remote work-friendly. At the same ...

Outcome-based resolution pricing means companies pay only when the AI agent resolves an issue autonomously, without human ...

The contact center hasn't been known for blazing new trails, but signs of its evolution are visible today. When it comes to innovative workplace design, the customer service industry’s staple, the ...

Opinions expressed by Digital Journal contributors are their own. With acceleration in digital transformation, customer expectations have evolved significantly in the insurance sector. In this era ...

Prashanth Krishnaswami of Zoho explores the possible benefits of a revenue-generating customer service model. Digital transformation has touched nearly every industry over the past two years, as ...

Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. Staying current with the pace of global developments and ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

From Zoom meetings to high-definition (HD) video streaming and everything in between, consumers today depend on their mobile phones more than ever before. To understand how mobile usage has evolved ...