When the stakes are high and resolution is still within reach, representatives who provide emotional validation are more likely to improve satisfaction, a Level AI analysis found.

Every company deploying an AI voice agent has made the same bet, whether they realize it or not. They’ve let the model design their customer conversation. The goals are clear: collect the caller’s ...

Front, the customer operations platform for B2B teams who deal in high stakes and hard problems, today announced a new integration with Zoom Contact Center, making it easy to manage customer ...

Businesses today are generating more customer data than at any point in history. Every support call, social media post, live chat transcript and community forum thread is a window into what a customer ...

MINNEAPOLIS--(BUSINESS WIRE)--Calabrio, the workforce performance company, has released their annual 2025 State of the Contact Center report. The prevalence of AI use in the contact center comes as no ...

The new company pairs GR0's performance marketing distribution with Ultimate Deployment's AI agents and customer intelligence ...

Is there really a secret to creating profitable, year-round work? Well according to Dave Cruz, vice president of sales at Service Business Evolution (SBE), a business training company, there is. As I ...

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...

How customers talk with businesses has changed dramatically. Ten years ago, customers used to call companies on 800 numbers, but now they use chatbots or social media to get the help they need. Where ...

Sinch reports that many businesses struggle to maintain context across customer service interactions, leading to frustration ...

Measuring customer experience as a cost center instead of a growth function is costing you more revenue than you think.