Key guideposts to assist in designing a frictionless, intuitive experience for customers no matter when, or how, or why they interact with your organization. Digital customer experience (CX) ...

Embrace AI as a customer service tool. Despite developing at a rapid and unwieldy pace, customer service chatbots can effectively enhance your CS operations. Choose the best type of AI for your ...

When it comes to customer service, the interaction between a company and its customers can be a make-or-break situation. In an age where online reviews drive millions of buying decisions, the need for ...

Key performance indicators (KPIs) are the compass that guides businesses toward their goals. They can help you make data-driven decisions, but they can also point you toward your true north: customer ...

I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

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 ...

Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...

Customer service is becoming more and more unpredictable. Supply chains have been completely disrupted and shopping habits are following less predictable patterns. While customers may have been more ...

In a study looking to determine top business priorities across industries for the next five years, customer service came out above both price and product. Great customer service has been climbing the ...

Cable and internet company Spectrum is telling the state that it is closing a customer service operation in Columbus and that 175 workers will lose their jobs as a result. The cuts will start Aug. 15, ...

HILLIARD, OH (WCMH) — Due to a restructuring of its customer service operation, nearly 500 people at the Verizon Hilliard location could lose their jobs. According to the Ohio Department of Job and ...