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Today’s consumer expects a tailored customer experience (CX). They seek always-on, personalized service on every channel where they engage with the brands — even as these brands struggle to balance ...

Supporting your agents with the right technology allows them to access valuable customer information and do their job more confidently. Customers are increasingly comfortable with the digital-first ...

In the multifaceted realm of the gaming industry, which has expanded into a formidable multibillion-dollar market, a robust and intelligent contact center structure stands paramount. With an ...

Call center representatives use CRM software specifically designed for contact or help centers. These platforms host all customer information, including contact information, interaction history, ...

For many companies, one of the most challenging aspects of growth is dealing with the increased demand for customer support.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

Learn everything you need to know about contact centers, from terminology and features to enterprise capabilities and deployment types. A contact center enables customer service or sales teams to ...

For assistance with your IEEE Account, logging in to your account, and other assistance, please complete the Customer Account Support form below. For assistance with an IEEE online service or product, ...