Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

Integrating AI isn’t enough—businesses must structure, train and continuously refine their knowledge bases to ensure accuracy, usability and painless CX. As customer expectations rise, businesses are ...

Let's examine what Knowledge-Centered Service is (and is not) and why it matters to deliver a service level that can drive customer retention. In my last article, I wrote about the importance of the ...