When it comes to customer service, the interaction between a company and its customers can be a make-or-break situation. In an age where online reviews drive millions of buying decisions, the need for ...

Digital channels give organizations an opportunity to personalize the journey of their customers using the insights gained from this mutual data exchange. Customer service and support (CSS) leaders ...

Lee Davis is a tech analyst who has been covering the document imaging industry for over five years. Currently, Lee is the Associate Director of Software and Scanners at Keypoint Intelligence, where ...

As customer expectations continue to rise and the traditional reactive models of customer service are increasingly proving to be inadequate, the quest for excellence in customer support today has led ...

ServiceMob CEO Anuj Bhalla speaking at this year’s Impact Awards, held at Lido House in Newport Beach Irvine-based software firm ServiceMob wants to make customer service less painful for consumers.

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In this special guest feature, Piergiorgio Vittori, CEO of Spitch.ai‘s U.S. division, explains how speech and conversation analytics help a company improve its service and identify weak points.

We have finally reached the point where analytics is considered table stakes for all businesses. At every level of the company, we acknowledge that insights from data are critical to our success in ...

Google, with its GA4 and Google Ads campaigns, offers powerful data analytics capabilities for marketing and customer service. However, challenges persist in managing cross-product access, ensuring ...

The Right Self-Service Analytics Can Strengthen Every Decision Maker In today’s fast-paced and tumultuous world, businesses rely on frontline workers to make quick, intelligent decisions based on the ...

Customer service and support leaders cited customer data and analytics as their top priorities for achieving organizational goals in 2023, according to a survey from Gartner. In the survey, 84 percent ...