AI is helping to supercharge the connection between businesses and customers, but certain steps are necessary to optimize CSM solutions.

Here are 10 ways AI is reshaping customer service and how businesses can overcome the challenges of AI adoption.

The future of customer service will require a strategic blend of human and virtual agents, says Capgemini. The report – ...

In the last-minute switch, the SSA delayed DOGE-induced changes following a firestorm of nationwide complaints.

The chargeback process was originally designed over 50 years ago to protect consumers, but as e-commerce merchants will tell ...

SSA will allow some ID verifications over the phone and will delay the new policy’s start date, but AARP insists it must go ...

Rockford Associates discusses the importance of benchmarking and its benefits for businesses in various sectors ...

Automation speeds up processes, but human interaction remains vital in customer service. Here’s how to balance both for ...

As of December 31, 2024, the Company had total working capital of $8.2 million, including $4.6 million in cash and cash equivalents, net accounts receivable of $0.5 million, other receivables of $0.5 ...

Advocates say requiring seniors and disabled people, some of them homebound, to seek in-person help from an overburdened ...

Most providers offer customers the option to bundle their home internet with TV or mobile service. But is this really worth ...

Mayor Mike Duggan has proposed a 52% cut to the land bank's subsidy from the city. The land bank's CEO said it could impact ...