As the dust settled on what most have deemed the “new normal” of working from home, many industries — including customer service — rapidly shifted operations to be remote work-friendly. At the same ...

The contact center hasn't been known for blazing new trails, but signs of its evolution are visible today. When it comes to innovative workplace design, the customer service industry’s staple, the ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

Ovatu received a 2025 Global Recognition Award for its exceptional customer service in the software-as-a-service sector, ...

Every successful project begins with a meticulously crafted blueprint. Whether you are building an impressive structure, ...

Two years after initiating a high-touch customer model to better serve their members, WEA Trust has achieved a 31% reduction in readmission rates, resulting in savings of $1.9 million, as well as a ...

Head over to our on-demand library to view sessions from VB Transform 2023. Register Here I recently had a very interesting conversation with an air passenger whose flight had been delayed 12 hours by ...

Hawai’i visitors to Japan revel in hotels, department stores and restaurants staffed by employees who aim to please. The visitors return to the Islands with wondrous “only in Japan” stories. But ...

Customers shopping for a used car can sometimes feel overwhelmed digging through countless specs and reviews, but CarMax, the largest used car retailer in the U.S., is making it easier for customers ...

The customer service function is now a vital element of your business model. Customer service reps handle customer questions and complaints but they also cross sell products. It is now common to ...