Customer service is undergoing a rapid transformation, driven by evolving customer expectations and technological advancements. While AI and automation have been hailed as game-changers, the full ...

Strong CX foundations are no longer optional - they're the key to meeting rising customer expectations, says 1Stream.

Customer experience leaders have always been obsessed with statistics like Average Handle Time (AHT) or First Contact Resolution (FCR). We celebrate the agent who de-escalates a furious caller, we ...

In today's hyper-connected world, customer experience (CX) reigns supreme. Imagine this: You're engrossed in a movie on a Friday night, popcorn in hand, when your streaming service suddenly sputters ...