Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. In the realm of customer service, a monumental shift is underway. Outdated legacy software ...

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Microsoft is rounding out its Dynamics CRM (customer relationship management) product by acquiring Parature, maker of cloud-based software companies can use to create self-service portals for ...

For many companies, the need for quality customer service skyrocketed at the outset of the pandemic–and it hasn’t abated. Breaks might be prompted by long customer conversations, the tone of voice ...