The Improving IRS Customer Service Act would expand information regarding refunds available to taxpayers online. The legislation would also require the IRS to inform ...

In today’s competitive business landscape, providing exceptional customer service is crucial for success. Businesses that prioritize customer satisfaction are more likely to retain customers, attract ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

Customers often encounter significant hurdles when attempting to connect with a customer service agent. This frustration is compounded by their existing concerns or issues, leaving them baffled as to ...

Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a number of fields of the business world with what it calls Copilot technology, which is capable of summarizing emails ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Embrace AI as a customer service tool. Despite developing at a rapid and unwieldy pace, customer service chatbots can effectively enhance your CS operations. Choose the best type of AI for your ...

We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors ...

When Richard Davey joined the Metropolitan Transportation Authority in 2022, the city subways had 3.1 million daily riders. The former Massachusetts secretary of transportation led a post-pandemic ...

Ryan has been a magazine and newspaper editor for 21 years, with the last 15 covering a variety of bases for CDW’s family of tech magazines. As Editor in Chief, he works on developing editorial ...

A bipartisan trio of senators hope to advance new legislation aimed at improving and “streamlining” federal agencies’ customer service across platforms, in part by adopting practices already employed ...

Alex Dizengof is the co-founder and CTO of Carbyne, a platform that provides rich-media call handling to emergency responders. The audio was distressing to hear: The man calling 911 outside of Marfa, ...