Citizen experience is fundamental to protecting vulnerable people, maintaining public trust, and delivering better outcomes ...

[url=http://arstechnica.com/civis/viewtopic.php?p=30086753#p30086753:2ubduuw6 said: fail-deadly[/url]":2ubduuw6]They also need accurate real time monitoring, and some ...

There is one area in particular where my recommendations have evolved over time, and that’s language. Today’s customers prefer what could be called an authentic style of customer service. In other ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

It's time for a reality check. Chatbots are killing customer service. Obliterating it, maybe. If you're a customer, you probably already know that. The computer programs that conduct clumsy ...

In a world where customer experience (CX) is increasingly important, CX professionals need to stay ahead of the curve. That’s where ChatGPT comes in. This cutting-edge generative artificial ...

Every time I'm about to call a customer service line – dread washes over me. I know I'll fold as soon as a customer representative says they can't help me, and I feel like I've lost before even trying ...