Sometimes irate, sometimes adorable, sometimes sentimental, and at other times, rib-ticklingly funny. If you spent time in customer service, chances are you met all of the above customer...

When asked what comes to mind when thinking about artificial intelligence-driven (AI) customer service, 13 percent of consumers say it is ‘maddening’; code word for frustrating. 38 percent...

Can you imagine a modern, global business ecosystem without BPOs? It would be one with practically no 24*7*365 customer service, no round-the-clock IT support, and no cost-effective way to...

Given the level of interest in our work, why aren’t more L&D professionals pursuing career development opportunities? Are we so focused on helping others to succeed that we forget about...