Forward-thinking contact centers are leveraging generative AI to enhance CX and address frustrations like long wait times and repetitive conversations. Offering positive contact center experiences is ...

Last week I was on vacation, and had planned to take a week off from writing Datafication Nation. But the trip didn’t start as I’d hoped, and it inspired me to offer a challenge to all entrepreneurs ...

The frontline support engineer is the first line of defense against customer frustration. Often armed with a smile, a patient demeanor and a seemingly bottomless well of troubleshooting knowledge, ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. Customers often encounter ...

Having trouble understanding that person at the end of the support line you’ve called to get some customer service? A Silicon Valley company wants to make those kinds of problems a thing of the past.

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues intelligently across channels—so support teams can stay focused on what matters most: ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

A weekend windstorm knocked out power for residents across central Maryland, fueling frustration some Marylanders have with Baltimore Gas and Electric Co. The storm caused over 100,000 outages ...

Customer service is all about managing emotions. Whether a caller needs help fixing a product or taking care of a task right before the holidays, the customer has come to your team for help. How you ...

Why is Kroger (KR) marketing allowing its store app to tick off customers? Over time, my favorite stores have changed. Sometimes, stores do something new and make the shopping experience better. Other ...

FILE - The McDonald's restaurant logo and golden arch is lit up, April 20, 2006, in Chicago. McDonald’s plans to introduce a $5 meal deal in the U.S. in June 2024 to counter slowing sales and ...

A recent viral TikTok video has drawn widespread attention to Walmart’s escalating anti-theft measures, specifically highlighting a customer’s frustration at finding mascara secured behind security ...