Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

Among full-service wireless customers who solve their issue online, 42 percent indicate having used the chat function, up 6 percentage points from 2011 Vol. 2. Among customers contacting via the ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. In today's competitive marketplace, outsourcing your customer care to a dedicated team of ...

Author’s note: Please note that I have no business affiliation with the company featured in this post. This information is based solely on my personal experience. Customer service used to be just that ...

To reinvent how businesses approach customer care, T-Mobile is going old school — by connecting its customers with humans instead of robots. At a press event in Charleston, South Carolina, T-Mobile’s ...

Microsoft is buying Parature, a customer-care service service provider, to bolster its Dynamics CRM line. Microsoft is slated to announce the acquisition of the Herndon, Virg., company on January 7.

As technology continues to advance across digital channels, customers have come to expect a seemingly endless array of options for engaging with businesses. And they want more than the ability to ...