Product knowledge is a competency and customer service is a job role or function. While some customer service jobs don't require product knowledge, service employees in manufacturing, wholesale or ...

SAN FRANCISCO & DÜSSELDORF, Germany--(BUSINESS WIRE)--With a commitment to maximizing the value of AI for enterprise contact centers, Conversational AI leader Cognigy today announced the launch of ...

Modern consumers expect personalized experiences tailored to their unique preferences, behaviors and needs. Businesses striving to meet these expectations are turning to AI-powered knowledge graphs — ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. When you get lost way out in the boondocks, the worst person to ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...