Support agents don't benefit from clunky interfaces or confusing processes - to ensure that agents have everything they need at the right time, they need a contextual workspace

Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference.

Saving time, improving efficiency, boosting productivity: isn’t this what every business owner wants? Yes it is.

We’ll learn to work well alongside our robot co-workers, but to get there, both sides are going to have to learn

New innovations in artificial intelligence will have big upsides for customer service agents, notably for their productivity and efficiency with customers

With the growing vigilance of how trends are being affected by automation, we’ve noted a few current customer service AI innovations and how they’re likely to continue changing

Social media is no longer just a tool for stalking your middle school crush or sharing pictures of your dog. With companies and brands active across multiple platforms, the functionality of social media is constantly evolving and it can be hard to keep up

It’s an old cliché: “What gets measured gets done.” Unfortunately, many organizations make the mistake of relying too few metrics

In customer service, agents are frequently tasked with memorizing hundreds of macros, tags, or other shorthand ways for categorizing information, in addition to learning everything there is to know about

The Pathfinder app allows you to provide more personalized support. Advocates are given insight into which Help Center articles and community forum posts customers have already viewed

Sometimes it really does take a village. When it comes to tackling customer support challenges, this much is clear: The one-on-one models that predominated

One of the keys to streamlining your customer support is responding appropriately to tickets as they come in and as they go through your support process