Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

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Nikola Mrkšić is the CEO & Co-founder of PolyAI, a leading provider of enterprise-ready voice assistants built for customer support. Generation-Z (those born between 1995 and 2012) has been typecast ...

Why won’t corporate America answer the phone? When I recently called an MRI facility about an overcharge, a prerecorded voice told me, over and over again for 45 minutes, that call volume was ...

An omnichannel contact center enables businesses to engage with customers across multiple platforms—voice, chat, SMS, email, and social media—painlessly and consistently. Rather than juggling ...