OpenAI’s ChatGPT is the hottest artificial intelligence (AI) app in cyberspace right now, wowing users with its ability to come up with seemingly human text, including articles, stories, computer code ...

The well-worn phrase 'this is the way we've always done it' is out of date for service agents' working hours. Peter Lorant of Zendesk shares why companies need to take note - and be flexible. Leaders ...

The hype says “agentless” service is imminent, but data shows most teams are still staffing up while trying to make ...

During the height of the COVID-19 pandemic, almost all contact center agent jobs shifted to a work-from-home model. And now that the pandemic has basically come to an end, many of those jobs have ...

Customer service has rarely been a field that earns raves from the people it assists. Long hold times and maddeningly frustrating conversations that result in being transferred from department to ...