The Internet has fundamentally transformed the way businesses interact with clients and potential customers, allowing companies to process huge amounts of information in shorter periods of time and ...

There's a new Magic Quadrant Report out from Gartner that focuses on vendors providing one of the most critical tools in a company’s online toolkit -- CRM Web Customer Service Applications. As in ...

An old business mantra says that "the customer is the king." I don't think the customer is the king. My belief is that a balanced and fair working relationship where no one is the king, and both ...

I am the CEO of NovelVox, an AI-enabled contact center solution provider. I help organizations deliver impeccable customer experience. The idea of being loyal to a brand seems counterintuitive. After ...

As one of the world's largest retailers, Amazon is a well-oiled machine. But while most orders get fulfilled quickly and painlessly, issues can still occasionally arise, especially during the busy ...