Bias is often thought of in the context of HR and staffing, but unconscious biases in customer service interactions can negatively affect your brand and thwart longer-term customer relationships.

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

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 ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Jason VandeBoom ...

Every person in a customer-facing role understands that there are some customers who are more difficult than others. Here are some ways to turn these customer interactions into more positive ...

Editor's note: This article is Part 2 in a four-part series where we explore the reporting and article-writing differences between artificial intelligence and humans on the same topic (AI-augmented ...

Customers today expect the convenience and efficiency of digital communications, but they’re also worn out by them. And that means leaders have a real challenge to grapple with – how do you meet ...

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 ...

Large language models (LLMs), the underlying technology behind generative artificial intelligence, are helping make contact centers much more efficient. But at this point in time, they are not being ...