As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...

The relationship between any business and its customers rests upon the customer experience. Statistics clearly show that finding new business costs more than keeping existing customers. This is why ...

The pandemic threw customer service into the spotlight, even as the industry faced challenges alongside the rest of the world. But as the pandemic starts to subside and the dust starts to settle, ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

WESTLAKE VILLAGE, Calif.: 6 December 2011 — Freeman Customer Support Center has been recognized for call center customer satisfaction excellence for a second consecutive year under the JD Power and ...

Providing excellent customer service requires reliable communication and timely responses. That can be easier said than done with so many communication channels to monitor, including phone, email, ...