In a day and age where instant gratification has become an expectation, consumers demand responses to their questions and concerns quickly, if not immediately, and businesses know that excellent ...

When the phone rings at a busy mom and pop shop, the employee behind the counter faces a dilemma: help the customer in front of them or the one on the line? For many small and medium-sized businesses ...

Wylie Wong is a freelance journalist who specializes in business, technology and sports. He is a regular contributor to the CDW family of technology magazines. Minnesota’s Driver and Vehicle Services ...

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

Some 500 customer service officers (CSOs) at Singapore’s DBS Bank will soon be able to tap a generative AI (GenAI)-powered virtual assistant later this year to improve workflows and better serve ...

In recent years, one of the most exciting and fastest-growing areas of AI innovation has been the field of AI-powered virtual assistants. This includes both well-known consumer devices like Amazon’s ...