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 ...

Large language models (LLMs), the underlying technology behind generative artificial intelligence, are helping make contact centers much more efficient. But at this point in time, they are not being ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

There's bad customer service — and even worse bogus customer service where anyone can easily be taken by a scammer with a quirky accent who demands a credit card on the spot when you call a fake ...