In the realm of customer service, a monumental shift is underway. Outdated legacy software faces an existential threat from the relentless advancement of AI-powered solutions. This transformation is ...

Customer Service Solutions, Q1 2026 report, as the firm doubles down on embedding AI across its enterprise software stack.

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 ...

Considered a top industry honor for customer service, contact center, business development and sales professionals, winners were selected based on the average scores of 150 industry experts worldwide ...

Enterprise customer service operations have evolved dramatically in the past decade. Support organizations now manage complex ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

I’m on the phone with a startup executive roleplaying as a frustrated customer, and a note along with a speedometer icon appears on my computer screen: Speaking slowly — You are speaking slower than ...

In the dynamic realm of customer service, where technological innovation surges forward with unrelenting speed, businesses find themselves at the cusp of a profound transformation in AI customer ...

What's the fate for customer service and support agents, particularly? One analyst firm says, "Yes, generative AI will replace customer support agents." Gartner released a prediction this week that ...