While technology adoption may seem daunting—and there are challenges to be addressed—there are steps service companies can ...

Dealing with customer service can be stressful for many, as it involves trying to resolve an issue or solve a problem that ...

Ed McLaughlin, Mastercard's president and CTO, shares how the company uses cutting-edge technology and AI-powered ...

DE&I is changing contact centres, making them more inclusive and improving both employee and customer experiences. Cirrus' ...

Customer support—be it one person at a small company or teams of people at multiple locations throughout the world representing a larger brand—is where “judgment day” occurs. A customer could be doing ...

Previous waves of customer-service technology, including email and those pesky voice menus, stoked concerns about job losses, only for them to fail to materialise. AI could yet prove different.