As the year draws to a close, we reflect on the insights and advancements in customer service. This article highlights CMSWire's top 10 customer service and contact center articles of the year, ...

Optimize omnichannel opportunities. Provide clear AI-powered channels for customer communications that deliver personalized experiences. Enhance customer data analytics. Simplify and refine data ...

When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

In addition to requiring a certain percentage of calls to be handled by US call centers, the FCC also proposed in the rule to require informing callers if the agent answering their call is located ...

NEW YORK — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and ...

Microsoft on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a ...