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

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. Key Points: ...

The future of contact centres is not about choosing between humans and technology. It’s about leveraging both to create a more efficient, empathetic and successful customer service environment.

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 ...

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.