The contact center hasn't been known for blazing new trails, but signs of its evolution are visible today. When it comes to innovative workplace design, the customer service industry’s staple, the ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

Opinions expressed by Digital Journal contributors are their own. Many companies struggle to provide consistently high-quality customer service, facing challenges such as slow response times, ...

Hawai’i visitors to Japan revel in hotels, department stores and restaurants staffed by employees who aim to please. The visitors return to the Islands with wondrous “only in Japan” stories. But ...

Customers shopping for a used car can sometimes feel overwhelmed digging through countless specs and reviews, but CarMax, the largest used car retailer in the U.S., is making it easier for customers ...