Maximize customer loyalty by learning how strong contact center leadership defines the CX vision, empowers agents, and ...

Forbes contributors publish independent expert analyses and insights. I write about finance, philanthropy and changing consumer habits. This article is more than 6 years old. You’ve got a problem with ...

SINGAPORE – The CPF Board has been using artificial intelligence (AI) since March to automatically transcribe and summarise calls made to its helpline, allowing human call agents more time to take ...

The Canada Revenue Agency says it has improved call centre delays and is on track to meet a December targets set by the ...

White-glove service means the best of the best. It comes from 20th-century films when supervisors put on white gloves to see if housekeeping had cleaned appropriately. Not a speck of dust could appear ...

Finance Minister François-Philippe Champagne announced the plan earlier this month, calling the agency’s service levels ...

Despite calling the service provided by Canada Revenue Service call centre agents “completely unacceptable” and hitting “rock bottom,” Wayne Long, secretary of state responsible for the CRA and the ...

We've all been there. You're trying to get through to a customer service team but you're stuck on hold in a phone queue, listening to the same song on repeat while a recorded voice apologises and ...