A local authority's digital customer service system has been described as "universally awful" by a councillor. Telford and ...

Artificial Intelligence (AI) is revolutionizing customer service by enhancing speed, efficiency, and providing ...

Spirit Airlines is known for its affordable fares and no-frills flying experience. However, like any airline, you may find ...

B2B customer service is more important than ever for manufacturers as customers expect the same fast, convenient service they ...

To achieve CX excellence, government entities must embrace advanced technologies that streamline operations, enhance ...

AI-powered comms provider looks to take leading collaboration system to next level, adding contact centre functionality to ...

Flawed conversational AI systems can damage a brand's credibility, but thoroughly tested solutions inspire confidence and ...

As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations ...

The public accounts committee (PAC) has raised concerns that HMRC has “sought to degrade its telephone service to drive taxpayers to digital channels”.

Once viewed as cost centers focused solely on efficiency, contact centers are now emerging as pivotal value centers that enhance brand loyalty and lifetime customer value. Is AI helping? You bet.

Utility Week Intelligence’s recent roundtable with our partner EXL explored the impact of AI and data on contact centres and the customer experience. Here’s what we learnt.

Customer service has continued to deteriorate, the Public Accounts Committee said, as it urged the tax authority to be bolder ...