Employees said reasons for termination were often vague — including minor attendance lapses, past customer interactions, or ...

It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...

Glia, the leader in customer interaction technology, today announced Glia Virtual Assistant (GVA) Learning 360, a first-of-its-kind AI solution that learns how a contact center's best agents would ...

Customer satisfaction levels in the UK have plummeted to their lowest since 2010, despite heavy investments in experience trends. Your company might be making the same mistakes that get pricey, ...

How can effective record-keeping and analysis help businesses unlock the hidden value within their consumer conversations?

If you’re a COO looking to empower your employees with a GPT, here’s a straightforward roadmap for success.

Adobe Experience Platform Agent Orchestrator and a suite of purpose-built customer experience agents are coming soon, Adobe ...

At the end of the day,” says John Tomblin, president and co-founder of Data Titan, “we must remember technology is built for ...

Health insurance companies such as UnitedHealthcare and Florida Blue are increasingly leaning on generative artificial ...

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For retailers looking to boost customer engagement and foster long-term loyalty, managing the Rule of 7 with positionless marketing helps brands execute this strategy efficiently.