For years, companies tried to solve this by hiring more people, writing better scripts, and adding more dashboards. But volume kept increasing, complexity kept growing, and agents kept burning out.

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 ...

Since going mainstream less than two years ago, generative AI has transformed daily operations for multiple business functions. According to a recent global survey conducted by McKinsey & Company, 65 ...

Groundbreaking AI Supervisor Engine coordinates agents built with natural language to resolve complex customer service cases, and manage human handoffs for fast and accurate resolutions ZÜRICH and SAN ...

CHELMSFORD, MA / ACCESSWIRE / December 10, 2024 / Harte Hanks, Inc. (NASDAQ:HHS), the 101-year-old Massachusetts-based global customer experience company, today announced it's collaborating with Reddy ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

Digital customer engagement has long been a white space. Let us look at how this may become-once again-a revenue driver for brands. Quite a bit is being written about how AI-enabled agents can do ...