The company’s customer service costs are down by about 10%, despite an uptick in bookings, CFO Ewout Steenbergen said.

Customer service has traditionally been viewed through a simple lens: as a cost center that handles problems, manages risk and keeps customers from escalating complaints. Finance teams measure ...

2023 will be remembered for a lot of things, but for many, it will be the year when budget reductions, cost-cutting and layoffs were front of mind. In the tech sector alone, more than 240,000 jobs ...

What's the fate for customer service and support agents, particularly? One analyst firm says, "Yes, generative AI will replace customer support agents." Gartner released a prediction this week that ...

Since mid 2017 Spark has reduced its customer service costs by 25 per cent and call volumes to its contact centre by 33 per cent through the use of human online chat and virtual assistants – chatbots.