Predictive routing leverages advanced analytics and machine learning to anticipate customer needs and optimize their journey through every touchpoint. Here we explore how predictive routing works..

TalkTalk is enhancing its customer service capabilities by leveraging NiCE’s AI-powered platform, CXone Mpower. The collaboration aims to consolidate TalkTalk’s various operating systems into a unified AI platform..

Trailways has been recognized as one of the top three bus companies in the United States by USA Today’s 10 Best Readers’ Choice Awards 2025. The award acknowledges Trailways for its commitment to travel..

Cognizant and Salesforce have expanded their partnership for deploying AI agents to transform customer and business operations. The services aim to accelerate the adoption of AI-augmented workforces..

Manhattan Associates has introduced new enhancements to Manhattan Active Omni, focusing on improving customer experiences and operational efficiency. The updates include advanced AI-powered tools..

Customer journeys work best when they’re not just a straight line but a map drawn with the customer in mind. That’s where AI steps in. With AI, brands can stop guessing and start listening, using customer signals..

For customer service managers looking to improve their responsiveness and manage complaints with efficiency, we’ve put together a list of the 10 best customer complaint software..

Happy Customer Service Representatives don’t just answer calls, they set the tone for every customer interaction. Let’s take a look at what actually keeps CSRs smiling and sticking around..

Good data handling makes a huge difference for companies, particularly those swimming in information. It directly boosts how well they work, how fast they expand, and how satisfied their customers become..

This article will guide you through winning strategies for handling angry customers in live chat, ensuring that your support team delivers consistent and empathetic service while maintaining efficiency..

Raz Dar, CEO of Elvee, explores why investing in the growth and empowerment of contact center supervisors is essential to building resilient, high-performing teams..

Have you ever wished for a more engaging way to explain tricky processes or help customers solve common issues? Tutorials can be exactly what you need. These videos are not just a trend–they are essential tools..

Far too many brands are still failing to implement a personalized loyalty program when it comes to promotions and loyalty – stuck in a vicious circle of blanket discounting, poor data, and squeezed margins..

When it comes to customer satisfaction in the fast-food industry, Chick-fil-A has once again claimed its spot at the top. For the 11th consecutive year, the beloved restaurant chain has outshone competitors..

According to Forrester’s global Customer Experience Index (CX Index™) 2025 rankings, ongoing challenges that drove last year’s decline in customer experience (CX) quality continue to impact consumers..

In an increasingly digital world, in-person experiences have never been more important for businesses. In this article we explore why that is and how you can make the most of them..

As AI agents reshape work across industries, SuperDial is targeting one of healthcare’s most expensive and invisible burdens: administrative phone calls. Today, the company announced $15 million in new funding..

Customers today don’t think in terms of channels—they just want to reach your business in the easiest way possible. One moment, they’re on live chat. For businesses, this presents a challenge..