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 ...

Call centers must balance optimizing performance with adherence to strict regulatory requirements-such as those specified in the Telephone Consumer Protection Act (TCPA), Telemarketing Sales Rule (TSR ...

Contact center agents are the backbone of customer service, often juggling complex interactions across multiple channels while working under considerable pressure. Their experience on the job ...

Fresh data delivered Saturday mornings In this Q&A, we speak with Brian Kennedy, a senior researcher at the Center, on why and how we conducted the survey of AI experts. These groups are far apart in ...

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Customer satisfaction levels in the UK have plummeted to their lowest since 2010, despite heavy investments in experience ...

About seven-in-ten U.S. adults say they have been following news about the actions and initiatives of the Trump administration closely. Far fewer are hearing about the administration’s relationship ...

Food trends that thrive on TikTok and Instagram need to have a strong visual hook. Something about the thumbnail image must ...