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 ...

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

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 ...

Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a number of fields of the business world with what it calls Copilot technology, which is capable of summarizing emails ...

Daily Harvest is using AI to optimize the packing space for its frozen foods. Since it started using AI, Daily Harvest has received fewer customer complaints about damaged goods. This article is part ...

Redial BPO and Loris.ai partnership enables customer service agents to deliver high-quality customer experiences using AI and automation. Research Report Closing the CX Gap: Leaders vs. Customers 81% ...

Consistency is at the heart of successful businesses that place customer satisfaction as a priority. Consumers expect a consistent experience across all brand interactions, whether online, in-store or ...

The role AI plays in enabling self-service and helping agents dig up relevant information are well documented, but companies are investing in other AI use cases as well, the CCW survey found. One ...

Which? is calling on Virgin Media to urgently improve its customer service as new analysis from the consumer association finds it is the worst broadband firm for customer service. Since late 2023, ...

The North Carolina Division of Motor Vehicles has unveiled a five-year strategic plan to improve customer service. Officials with NCDMV say the agency has been up against some major challenges ...

Lancaster County residents are among those urging the state Public Utility Commission to alter a proposed $17 million settlement designed to punish PPL Electric Utilities for billing issues from late ...

The New York State Department of Motor Vehicles will launch new technology to improve customer service for residents and department staff, Erie County Clerk Michael P.