STAMFORD, Conn.--(BUSINESS WIRE)-- Many enterprises are bypassing traditional call handling in favor of sophisticated contact center applications that meet customers in the environment of their choice ...

On Wednesday, March 19th—day three of Enterprise Connect—five executives from leading contact center and customer experience companies and a knowledgeable enterprise customer joined me for a Keynote ...

Many companies are bypassing traditional call handling in favor of sophisticated contact center applications that meet customers in the environment of their choice, according to research from ...

Modern CX depends less on where data lives and more on how signals, AI, and governance come together at decision time.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

I would rather talk to a person than an automated customer service call. I strongly dislike the menu option recording that says, “press 1 if …, press 2 if …, press 3 if … “ Almost 4 out of 5 customers ...

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 ...