Setting up a call center might seem overwhelming if you’re not a tech wizard, but don’t worry – it’s more manageable than you think. Let’s break it down into bite-sized pieces that won’t give you a headache..

Here we will help you understand why your customers stop engaging. We’ll explore the signals that indicate your customer’s interest is fading and more importantly, how you can turn things around..

Delivering exceptional customer service is crucial for businesses aiming to retain customers and enhance satisfaction. A key performance indicator in this realm is the First Call Resolution (FCR) rate..

Customer service plays a vital role in the success of businesses, directly influencing customer loyalty and trust. Balancing clear, effective communication with the need to protect sensitive data is a challenge..

A customer has spent time and effort to reach and engage with your customer service agent through their channel of choice when they’re suddenly forced to switch to a phone call just to make a payment securely..

Your first 100 customers are more than just numbers – they’re the cornerstone of your business. These early adopters validate your idea, provide invaluable feedback, and help establish a reputation..

Artificial intelligence is everywhere these days, and the customer service industry has never been the same since robots learned to talk. Last year, the call center AI industry was valued at USD 1.6 billion,..

Empathy is more than a theory—many companies have made it the cornerstone of their customer support strategy. By putting themselves in their customers’ shoes, these brands have built trust and loyalty..

This article looks at the top 10 AI tools that are essential for enhancing multilingual customer support in 2025, providing insights into their functionalities, benefits, and implementation strategies..

Measuring empathy might sound tricky—after all, how do you quantify something so emotional? But there are effective ways to assess its impact. By using customer feedback and tracking specific metrics..

For customer service professionals, saying “no” isn’t always easy. After all, we’ve been conditioned to prioritize the customer’s needs. The reality is, there are situations where you have no choice..

When was the last time you felt truly heard in a conversation? That moment of connection isn’t just nice—it’s powerful. In customer support, empathy works the same way. It’s not just about solving issues..

Enghouse Holdings UK Limited, a subsidiary of Enghouse Systems Limited, has acquired Aculab PLC, a provider of communication and AI software solutions. The acquisition expands Enghouse’s gateway business..

Microsoft has introduced multilingual autonomous voice agents using Copilot Studio, a significant advancement in their AI capabilities. The voice agents are designed to handle multiple languages effortlessly..

Twilio has introduced ConversationRelay, a voice AI platform that simplifies voice AI development by managing technical complexities and enabling natural, scalable voice interactions..

Salesforce has announced Agentforce 2.0: the first digital labor platform for enterprises — a complete AI system for augmenting teams with trusted, autonomous AI agents in the flow of work..

To celebrate the holiday season, Moneypenny and VoiceNation in Duluth made it rain gift cards for Rainbow Village, donating 40 gift cards that will empower families to buy their holiday gifts..

The leading German business process outsourcing (BPO) provider Cho-Time (SSF Group) is partnering with yoummday, the platform for customer experience (CX) technology solutions..