In the current global environment, lacking well-performing self-service technology in call centers can mean risking a competitive edge and potentially falling behind. Challenges, arising from the ...

Growing customer demand for high-quality experiences is encouraging companies to rethink their customer experience strategy. Those that do reap the benefits, according to a recent study from PwC: It ...

A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap. Customers and vendors alike want a speedy resolution to any support issues. Increasingly, ...

Automated self-checkout is appearing in more and more retail stores, with Walmart this year installing 10,000 self-service kiosks in hundreds of stores. But self-checkout is a technology direction ...