A new AI program called Cogito is 'coaching' customer service workers — and it could start showing up in your office soon, and beyond.

A hands-on review of Nextiva’s customer-service software and phone system, discussing the platform’s features, pros and cons.

Customer relationship management (CRM) providers have tailored their offerings for the small business market, providing software-as-a-service options, integration with other technologies, and an ...

As AI technology continues to advance and becomes nearly indistinguishable from a human representative, HVAC companies can use these tools to help streamline the workloads of CSRs.

Besides dropped calls, the most common irritation in customer-service interactions is being stuck with a chatbot, according to research from Genesys, a maker of contact-centre software.