Dealing with difficult customers is an inevitable part of running a business. However, learning how to handle challenging interactions with professionalism and empathy can turn potential conflicts ...

98% of Contact Centers Are Using AI, and 61% Are Experiencing More Difficult Conversations, According to New Calabrio Research The 2025 State of the Contact Center report shows that balancing ...

Forbes contributors publish independent expert analyses and insights. A recent study by Harvard Business Review, conducted in collaboration with Tata Communications, reveals some unexpected news and ...

DANIA BEACH, Fla.--(BUSINESS WIRE)--IntelePeer, a leading provider of AI-powered communications automation solutions, announces the availability of its Customer Interaction Intent Study valued at $25K ...

Emotional intelligence, or EQ, as it is often referred to, is your most critical element (yet likely your most overlooked) when delivering truly competitive customer service in your industry. I cannot ...

When preparing for a job interview, particularly for a position involving customer service or support, it's crucial to understand that excellent customer service is both situational and contextual.

Real-time interaction management (RTIM) is reshaping the way brands think of customer journey orchestration. RTIM makes a previously unheard of level of real-time personalization possible. With RTIM, ...

There’s been a massive, forecasted increase in customer interactions automated by AI agents. Measuring the resultant ROI is ...

Lately, as more and more organizations are requiring at least a partial return to the office, it seems that many folks are struggling with being back around people who they were all too happy to get ...

Interactions provides Virtual Assistant applications that significantly improve self-service for customer care. These applications break the mold of traditional automated self-service systems, ...