The way we as individuals interact with companies (our "suppliers") is on the brink of a major change, driven by the rise of personal agents. These AI-powered "customer-side agents" are set to ...

In February 2017, Twitter introduced a new feature allowing companies to create personal profiles for customer service agents that included profile photos, names, personal interests and ...

One part of the business that's often helpful to automate is your customer service, especially for simple, general questions ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

When a customer calls Southeastern Freight Lines, he doesn't hear, "press one for sales, press two for maintenance, press zero for a company directory." Ad Loading... Instead, a real live human being ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...