The healthcare landscape is undergoing a dramatic transformation. Patients today are no longer passive recipients of care. Armed with information and empowered by choice, they expect a patient-centric ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

Trust is built through genuine human connection, so AI should support human service — not replace it.

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

Emotional intelligence, or EQ, as it is often referred to, is your most critical element (yet likely your most overlooked) when delivering truly competitive customer service in your industry. I cannot ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...