Ian Miller

Consumers are craving a more tangible, immersive interaction that digital alone cannot provide. The shift, dubbed the “Return of Touch” (RoT), highlights the growing demand for more tactile experiences..

Sentiment analysis is the process of analyzing text data to determine the emotional tone behind it. Simply put, it’s a way for businesses to find out whether the content of a review, tweet, or article expresses positive..

Hiring and retaining employees in customer service is an ongoing challenge. Here’s how your business can adapt to meet these challenges and tap into the talent and energy Gen Z can bring to your team..

How do you write a conclusion for customer service that ensures satisfaction while upholding professionalism? Here’s everything you need to know, along with practical tips to help you close every customer interaction..

Words can shape every interaction, especially in customer support. Simple, thoughtful language can turn an average experience into one that feels personal and uplifting. Here are our top 100 positive words and phrases..

Here we examine the profound impact of voice AI and speech analytics on contact centers, highlighting how these tools are transforming customer interactions and driving operational excellence..

In this article, we provide a step-by-step guide on how to train your customer service team on new CX technologies, empowering your agents to deliver outstanding service in today’s digital landscape..

The landscape of customer service and contact center software continues to evolve rapidly. In this article, we highlight the essential features every CX software should have in 2025 to help your business..

Forget science fiction—robot helpers are now a regular part of customer service. Organizations—from hospitals to local diners—are using the new technology to enhance how they work and how customers feel..

When you think of Disney, you likely imagine magical moments filled with characters, vivid storytelling, and unparalleled attention to detail. Now, imagine that same level of care and creativity embedded in healthcare..

In this article we will look at how companies can leverage customer service automation while maintaining empathy and personalization, ensuring that technology enhances rather than replaces humans..

Customer Experience Day (CX Day), observed May 15, is a new celebration of the people and efforts behind providing exceptional experiences to customers. Join us in honoring the heroes of customer service!

The key trends shaping the future of contact centers: the shift to remote work, the integration of AI chatbots and intelligent automation, workforce management tools that optimize operations..

Here we examine real-world case studies showcasing how top companies leveraged cutting-edge CX technology to transform their customer service and boost loyalty..

Many of today’s businesses are investing in omnichannel CX software to unify customer interactions across phone, email, chat, social media, and more. But how do you measure the true value or ROI?

Contact center software is the backbone of your customer support operations. In this guide, we’ll walk you through the essential factors to consider when selecting the best contact center software for your business..

As we move through 2025, several emerging CX technologies are revolutionizing how companies engage with customers, optimize contact centers, and enhance overall customer satisfaction..

In this article, you’ll get up-to-date interview questions—and practical sample answers—that reflect what top teams are asking, so you can stand out and build a lasting career in customer support..