Remote work appears to be here to stay. More than 25 million work-from-home jobs could be created in non-technology industries in the coming years, according to a report from Upwork. Professional services are involved in essentially every part of the economy, which means that there is widespread potential for remote freelancing, even in companies where most people need to be in person every day...
As the dust settled on what most have deemed the "new normal" of working from home, many industries -- including customer service -- rapidly shifted operations to be remote work-friendly. At the same time, call volumes increased exponentially: During the last few months, airlines saw a 199 percent i...
Companies across industries are shifting toward an automated approach to customer relations. With the help of chatbots, businesses can reduce their customer service costs by up to 30 percent and save both employees' and customers' valuable time. Many customers welcome chatbots in the customer servi...
More shoppers. Increased sales. Larger orders. This year's five-day stretch between Thanksgiving and Cyber Monday left echoing "cha-chings" ringing through the retail atmosphere. A record 190 million Americans shopped during Thanksgiving weekend, and they're not done yet. This will be the first year...
E-commerce has exploded since Amazon and eBay were founded in 1995. Today, e-commerce is part of everyday life. By 2023, retail e-commerce sales in the U.S. are projected to surpass $735 billion. Even industries like food, healthcare and banking, which previously were dominated by offline transactio...
Social media has become a part of everyday life. The number of worldwide users is expected to reach 3.02 billion by 2021. Apart from the growth in the number of profiles, consumers have been devoting more of their time to engaging with social media sites. One-seventh of the average user's waking lif...
Chatbots have become an important part of the e-commerce shopping experience. They answer questions, provide information, and help customers along in their buying journey. Though they may never replace human beings entirely, they are central to many e-commerce-related interactions. "Chat apps are ef...
Until fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong. There has been an incredible resurgence of voice as the new UI of ...
Many shoppers would be just fine if they could never set foot in a retail store again. After all, everything is available online: books, groceries, pizza, household necessities, even big ticket items like mattresses and cars. However, 15 percent of people worldwide have a disability that affects the...
Pegasystems earlier this week launched Pega Field Service, an application designed expressly to streamline and automate critical components of field service operations. The software's key components are a customer service dashboard and a mobile application that enables organizations to centralize di...
I have sympathy for customer service representatives -- really, I do. I know that customers can be ignorant, demanding and ill-mannered. On the other hand, CSRs should be trained to deal with bad-tempered customers. Also, CSRs should be trained to avoid provoking pleasant and agreeable customers to ...
AT&T Mobility will pay $80 million for refunds to consumers who were unlawfully billed for unauthorized third-party charges in a practice known as "mobile cramming," the Federal Trade Commission announced on Wednesday. AT&T billed customers for hundreds of millions of dollars in subscription...
Expect an unprecedented tsunami of excitement.
Look for a bigger surge of enthusiasm compared to recent Apple events.
Anticipate the typical level of interest sparked by a wave of Apple news.
With only a mild ripple of interest.
WWDC, yawn.
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Linux? What Linux? It Just Works
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Personal Data Harvesting and How To Reduce Your Digital Footprint
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Fixing the Market Demand Problem With Generative AI
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The AI Revolution Is at a Tipping Point
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Digital Health Care Flourishing Despite Legal, Logistical Hurdles
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Leverage the Power of Data To Monitor Home Energy Efficiency
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Unresolved Conflicts Slow eSIM Upgrade Path to Better IoT Security
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Cyber Chiefs Brace for Major Attacks in Next 12 Months
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Lazarus Hackers’ Linux Malware Linked to 3CX Supply-Chain Attack
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Mobile Shopping Apps Linked to Digital Wallets: A Loyalty-Driving Duo
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New Distro Makes Running Arch Linux Very ‘Cachy’
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Researchers Instantly Crack Simple Passwords With AI
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Is ChatGPT Smart Enough To Practice Mental Health Therapy?
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Google Invites Public To Test Drive Its AI Chatbot Bard
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Lenovo Builds a Workstation James Bond Would Love
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FBI Issues Warning About ‘Juice Jacking’ at Public USB Charging Stations
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Social Media Fueled the Run on Silicon Valley Bank: Study
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DARPA Moves Forward With Project To Revolutionize Satellite Communication
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Bark and Calix Partner To Combat Cyberbullying
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