We explore best practices in the orchestration of disparate customer contact channels on mobile apps. Customer service executives constantly hone contact center best practices to produce a superior ...

To chart the best course to success in 2024, businesses must be savvy to the evolving landscapes that influence how we define excellent customer service. These include both established and emerging ...

Nearly a generation ago, when social media was in its infancy, Facebook, Instagram, Pinterest, and Twitter (now X) were expected to completely take over the way that businesses communicated with their ...

Ryan has been a magazine and newspaper editor for 21 years, with the last 15 covering a variety of bases for CDW’s family of tech magazines. As Editor in Chief, he works on developing editorial ...

How much effort do you have to spend contacting customer support to get a problem solved? More than you think is necessary, right? Just like you, customers are busy people who want their issues ...

Data still siloed. Most contact centers offer many channels but fail to connect them, which leaves customers to repeat themselves and agents without full context. Tech alone fails. Even with platform ...

CMP Research recognizes MiaRec for customer analytics excellence in customer contact and CX technology. CMP Research ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

Timely replies and human-centered support on social media aren't optional anymore – they're expected. Here’s what brands need to know to get it right. Every tweet, direct message, and comment holds ...

One of the obvious uses of generative AI is customer-facing chatbots. If you’ve ever had a frustrating interaction with a chatbot that is not particularly helpful, take heart because, with tools like ...

There was a time when designing customer experience (CX) journeys was a fairly straightforward task. While it was never easy, the path to getting service was—at the very least—directed and defined.