Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

Let's examine what Knowledge-Centered Service is (and is not) and why it matters to deliver a service level that can drive customer retention. In my last article, I wrote about the importance of the ...

Today’s customers prefer to self-serve over queuing on support calls. A study by Microsoft on the State of Global Customer Service found that 63% of customers under 35 go online to look for customer ...