Professional certifications are pivotal for customer service and contact center professionals aiming to enhance their expertise, credibility and career prospects. From frontline customer service ...

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 ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

Call center representatives use CRM software specifically designed for contact or help centers. These platforms host all customer information, including contact information, interaction history, ...

Forbes contributors publish independent expert analyses and insights. I help executives track and innovate against business disruptions. The customer support call is one of the most important customer ...