In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...

It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...

There is a classic Saturday Night Live sketch where Roseanne Barr "helps" a customer by saying exactly what every representative is actually thinking. I’ve even seen that sketch used as a training ...

The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

Customer service and support platform Intercom this week unveiled the latest phase of its mission to infuse AI into every step of customer service, introducing Fin AI Copilot, an intelligent assistant ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...