As the industry navigates evolving trade patterns, commitment to an exceptional customer experience has never been more ...

New research and high-profile failures reveal AI in customer service often creates more work and damages trust, challenging ...

Comptroller Thomas DiNapoli's analysis shows how the MTA must be more precise in service expansion and changes.

AI is changing the rules of customer engagement-see how in IDC's latest spotlight reportCustomer service is shifting from managing interactions to resolving outcomes-proactively, intelligently, and at ...

Tools like ServiceTitan and Jobber give your team the ability to operate in real time, without the handoff friction. And here ...

The customer service troubles came after the SSA announced plans in late February for a “massive” restructuring of its operations, including a workforce reduction target of 12 percent — from 57,000 to ...