Customer expectations have never been higher, and businesses have little room for error in their plans to deliver great CX.

Despite the sector moving rapidly into an AI-powered era, human conversation is still critical in managing customer service ...

In one case cited in the report, a telecommunications company using AI-powered voice assistants saw a 39-point improvement in ...

The call centre is based at the Department of Public Transportation, and customer service representatives are available to assist from 8:00 am to 8:00 pm, Monday through Sunday. “Optional Use ...

Contact centres are a critical touchpoint for customer service delivery, particularly when it comes to financial decision-making. Industry research reveals that customers significantly prefer ...

Sky, the owner of Sky News, has announced 2,000 jobs at its customer service centres are at risk ... Sheffield and Leeds Central contact centres, the operations at Dunfermline and Newcastle ...

When CNA visited UOB’s contact centre last week, it was bustling with activity. Dozens of customer service officers were on the phone, speaking to callers while others chatted online with customers.

Sky has said 2,000 call centre jobs are at risk under plans to move more of its customer service online. The media and telecoms company plans to close three of its 10 UK customer service centres ...