In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

In today’s fast-paced business landscape, customer service is no longer a support function. Advancements in technology have transformed the contact center into a core value driver for the business.

Your key metrics—or key performance indicators (KPIs)—are there to tell you how well you're meeting your customers' expectations and gaining conversions. One of the most important metrics to measure ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

If you have one bad encounter with customer service, you leave with a terrible impression of the company. If you have great service, though, the company is one you will not forget.