With the wind blowing more and more in a direction chosen by the consumer, wouldn’t it be wise to listen to what they have to ...

The adoption of artificial intelligence should always be in service of your workforce, not in place of it. Twenty-four-hour ...

Successful small businesses and large companies alike understand the need for excellent customer service instinctively. Here are the key components of excellent customer service: Timely attention ...

High ROI is a reality if you have a CRM solution in place. A fully integrated CRM can help your business make even more money ...

Practical Tip: Evaluate your own customer service needs in light of this post about improving it with nearshoring options that also enhance its quality levels; just ensure these partners share the ...

Great CX doesn’t require perfection—it requires intention. A genuine commitment to listening, learning, and putting people ...

But with the rise in AI, automation, and increasing reliance on AI-driven tools that enhance CX, businesses need pricing models that better reflect how customer service is actually being delivered ...

Recent experiences with One Communications (OC), formerly GTT, show that they need to revamp their Customer Service design to become more efficient and highly responsive when a customer is having ...

"I usually say customer service is harder than rocket science ... the same phone call to resolve an issue." Tenumah says we need to change the social contract and not think of these employees ...

Medicare Advantage customer service supports a less healthy, higher-need population, indicating that it should be designed and staffed to effectively serve complex, high-need patients. Objectives ...