Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

Integrating AI isn’t enough—businesses must structure, train and continuously refine their knowledge bases to ensure accuracy, usability and painless CX. As customer expectations rise, businesses are ...

With the growing importance of complete customer service initiatives, especially in vertical industries like healthcare, financial services, government, and telecommunications, contact center agents ...

As artificial intelligence (AI) continues its meteoric rise, the role of knowledge management (KM) in contact centers is gaining prominence like never before. Knowledge and knowledge management ...

Let's examine what Knowledge-Centered Service is (and is not) and why it matters to deliver a service level that can drive customer retention. In my last article, I wrote about the importance of the ...

Leading Enterprise Intelligence platform honored for best use of technology in customer serviceAUSTIN, Texas--(BUSINESS WIRE) ...

Successful omnichannel retailers provide seamless and consistent brand experiences ― which include customer self-service ― regardless of how and where along the path to purchase customers choose to ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...