Many global businesses are investing in contact centers that focus more on customer needs and preferences—and less on revenue growth. As businesses increasingly focus on the customer experience (CX) ...

During the first few months of the pandemic, contact centers were flooded with a deluge of customer inquiries. Meanwhile, COVID-19-related challenges including employee illness, social distancing ...

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 ...

A contact center is a central point from which organizations manage all customer interactions across various channels. Its primary purpose is to offer customers efficient and effective technical ...

When workloads are heavy, every agent makes a big difference. Learn about the power of one. Contact center operations are dynamic. Workloads randomly arrive in any center that handles ...

Closing a sale is often the beginning of a customer relationship -- not the end. Competitive businesses must foster and support effective contact with customers to solve problems, drive customer ...

Imagine you’re streaming your favorite television show and you suddenly lose internet connection. You immediately check the TV’s cable, reset the router, and try other basic troubleshooting steps. But ...

Strategically, the call or customer contact center is the point of entry for most customer communication. This is where a customer can make any type of inquiry or contact, oblivious to the type of ...

Not every customer question or issue is easily addressed. This statement should come as no surprise. Everyone has experienced a scenario when self-service options like a search of the knowledge base ...

Customer Contact Week Europe 2026 brought 700 attendees and 50 exhibitors to Amsterdam. Nebi, which exhibited with its Unvox ...