Part of the worsening customer experience the retail industry faces today comes from a lack of adequate voice automation to streamline interaction with customer service calls. Wait times are ...

The relationship between any business and its customers rests upon the customer experience. Statistics clearly show that finding new business costs more than keeping existing customers. This is why ...

The contact center is resource-intensive. While human resources account for the largest share of costs, other aspects like technology, infrastructure and training also contribute. On top of this, high ...

Context creates a “big picture” that helps us interpret individual data points and take appropriate action in support of our customers. Fighter pilots use situational awareness. Party planners rely on ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Dr. Chris Hillman, Global AI Lead at Teradata, joins eSpeaks to explore why open data ecosystems are becoming essential for enterprise AI success. In this episode, he breaks down how openness — in ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

The New Jersey Turnpike Authority has hired four companies for a total of $1.9 billion to run the electronic E-ZPass toll collection system for the next 11 years that serves seven of the state’s toll ...

KANSAS CITY, Mo. — The Kansas Department of Labor did a major server upgrade this weekend and promises better customer service as a result. The agency's website and call center were down all day ...