Resource Center

Automation in customer service is often thought to be an impersonal approach to handling customer problems and questions.…

There’s no shortage of customer experience (CX) thought leaders, so narrowing it down to the “Top 12” proved…

AI-powered customer service solutions can improve every aspect of your organization, including the online customer experience (CX), brand…

Tracking and analyzing call center agent performance metrics should be part of your strategic business plan.

More companies are focusing on designing customer-centric approaches to live support. They’re hiring and training more qualified agents using…

Knowledge management in call centers makes it easier for agents to find and use information. Customers expect and…

Done right, customer service automation creates better experiences for customers and call center agents alike. Customer service automation…

Also referred to as knowledge-centered services, knowledge-centered support (KCS) describes a process where support teams provide real-time customer,…

A customer self-service portal empowers customers to request services, find information, and solve problems. Think of it as…