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

Many companies and organizations have in recent years cut back on the number of employees dedicated to support issues, believing that AI solutions can handle this task for more efficiently.

Senior CX leaders from Visa, Walmart, Southwest Airlines, and other powerhouse brands will headline the 2026 Customer Response Summit at The Ritz--Carlton, Amelia Island. This year's program promises ...

During a heated debate at a Public Service Commission hearing Wednesday morning Gas and Electric Co.’s (BGE) representatives ...

A Kansas customer says a promised iPhone promotion turned into a nearly $1,200 charge even after he followed every return instruction provided by the wireless carrier.

A Missouri lawmaker is in talks with Brightspeed, the internet and phone provider, after constituents brought up concerns ...

PRT says buses are running where road conditions allow, but delays should be expected. Some bus routes are still unable to ...

California's new Right to Human Customer Service Act would require large businesses to provide human customer service ...

In her new report to Congress, National Taxpayer Advocate Erin Collins outlined the 10 biggest challenges taxpayers now face when dealing with the tax agency.

A new bill looks to reduce hold times by requiring businesses to connect customers with a human within 5 minutes, aiming to ...

On the morning of Dec. 30, retiree Robert Snyder received a visit from Grays Harbor County Deputy Joseph South. Snyder’s brother, Gary Brockway, had contacted the Grays Harbor County Sheriff’s Office ...

Microsoft has released FetchXML-driven customization for Dynamics 365 Contact Center, enabling targeted agent transfers and ...