AI technologies are in a period of transition, one that might stretch on for years as technology evolves and the more cautious industries gradually get on board. While this phased integration may be ...

The contact center hasn't been known for blazing new trails, but signs of its evolution are visible today. When it comes to innovative workplace design, the customer service industry’s staple, the ...

At least in the area of ​​customer service, Gartner analysts predict that the cost of generative AI per problem solution will ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

“How can we make your dream come true today?” is not how a customer entering a government office expects to be greeted. But if it’s the planning office in the city of Arlington, Texas, that might be ...

Prashanth Krishnaswami of Zoho explores the possible benefits of a revenue-generating customer service model. Digital transformation has touched nearly every industry over the past two years, as ...

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

In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

Opinions expressed by Digital Journal contributors are their own. With acceleration in digital transformation, customer expectations have evolved significantly in the insurance sector. In this era ...