Is it time to retire email as a customer service channel? The emergence of chat and generative AI innovations promises a seismic impact...

Many organizations are (rightfully) recognizing customer service as a key differentiator. What KPIs matter most?

Customer Lifetime Value is a powerful metric that shifts the focus from short-term transactions to long-term customer relationships.

With many agents returning from a work-from-home environment (where not showering and wearing pajamas wasn't a problem), dress code and pers