A real phone call shows AI trying to act like a human but failing, making it clear that businesses should reconsider replacing people with artificial intelligence. PORTLAND, Ore., March 4, 2026 ...

Right up front, let me say that I understand why contact centers exist. But I dislike them intensely. In fact, to me, contact centers, although often providing an acceptable level of service at a ...

STAMFORD, Conn.--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in ...

Jen Spencer is CEO of SmartBug Media—a full-service digital agency helping businesses get the most out of their full customer life cycle. Few companies would admit to not focusing on their customers.

Embedding artificial intelligence (AI) in customer service operations is becoming commonplace, but the technology doesn’t seem to be lightening the workloads of customer service reps. New research by ...

With nearly two decades of retail management and project management experience, Brett Day can simplify complex traditional and Agile project management philosophies and methodologies and can explain ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...