As the year draws to a close, we reflect on the insights and advancements in customer service. This article highlights CMSWire's top 10 customer service and contact center articles of the year, ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

The relationship between any business and its customers rests upon the customer experience. Statistics clearly show that finding new business costs more than keeping existing customers. This is why ...

Critical customer data and actionable feedback are pure gold to an organization, and GE Capital Solutions Customer Support Center is one company that's not afraid to dig. With a dedicated Reporting ...

A massive and rapid shift in customer expectations is underway. Customers want personalized and highly relevant experiences across each business interaction — and they want these experiences instantly ...

Companies currently invest a lot of money in target markets to generate potential customers’ interest in products and services. But after they achieve a sale, they often frustrate customers by not ...