There's still a widespread belief that humans have an edge over AI-powered chatbots when it comes to one of the most important challenges that businesses face: connecting with customers on an ...

Contact center volume jumped markedly when the COVID-19 pandemic forced the closures of physical locations around the world, meaning contact centers were the sole source of customer-company ...

There are few things that can cause more stress to a small-business owner, or any business owner, than a customer who doesn't pay as agreed. Some entrepreneurs are prepared for this as a natural cost ...

Do you remember a time when, as a student, you thought you absolutely nailed the test, but then you failed it? This may have been the case for many companies that lost clients in 2021. In fact, about ...

We've all been there: dialling a customer service number with high hopes of speaking to a real person, only to find ourselves trapped in an automated labyrinth. You're shuffled around, stuck on hold ...