As the worlds of unified communications and contact centre increasingly and rapidly merge into the converged world of customer experiences, integrated cloud contact centre and unified communications ...

The rapid advancement and use of artificial intelligence (AI) is transforming our way of life. Every day new tools are introduced with the aim of helping enhance processes to improve work efficiency, ...

For years, businesses have hidden contact numbers deep within website menus, steering frustrated consumers towards text-based chatbots, frequently asked questions and email forms to cut costs. Now, ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

On October 23, the Federal Communications Commission (FCC or Commission) issued a Notice of Inquiry (NOI) focused on customer service across a wide array of communications companies, expressly ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...