When it comes to customer service, the interaction between a company and its customers can be a make-or-break situation. In an age where online reviews drive millions of buying decisions, the need for ...

In an era where data is everything, understanding the intricacies of customer analytics is essential for businesses looking to stay ahead of the competition. The ability to dissect and use customer ...

As customer expectations continue to rise and the traditional reactive models of customer service are increasingly proving to be inadequate, the quest for excellence in customer support today has led ...

In the midst of the COVID-19 pandemic, five customer service technologies are garnering most of the attention of customer service leaders, according to the Gartner Hype Cycle for Customer Service and ...

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This guide was reviewed by a Business News Daily editor to ensure it provides comprehensive and accurate information to aid your buying decision. Even if you believe you’ve developed the best product ...

HOBOKEN, N. J.--(BUSINESS WIRE)--NICE (NASDAQ: NICE) today announced that it has entered a definitive agreement to acquire Mattersight (NASDAQ: MATR). Mattersight is a leading provider of cloud-based ...

In this special guest feature, Piergiorgio Vittori, CEO of Spitch.ai‘s U.S. division, explains how speech and conversation analytics help a company improve its service and identify weak points.

I was recently in the market for new makeup and spent some time playing around with Sephora’s Visual Artist app that allows me to experiment with different looks and products through augmented reality ...

To succeed and grow, a business needs to be able to acquire, retain, satisfy and engage their customers effectively. Customer analytics are vital for assessing how well your business does this. Let’s ...

SMBs was just beginning. As a pioneer in the SaaS industry, Salesforce provided businesses with a platform that constantly monitored and recorded employee actions and tracked KPIs. The vast amount of ...