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) ...

Managing a large customer service operation is a lot like being the ringleader of a three-ring circus. You have to perform superhuman feats of customer support—all while juggling multiple CRM ...

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 ...

No matter what kind of business you run, a huge part of your business’ success ties back to your customer service strategy; according to a 2017 Microsoft report, more than half of consumers have ...

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 ...

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 ...

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 ...

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...

NORWALK, Conn.--(BUSINESS WIRE)--Frontier Communications (NASDAQ: FYBR) today announced that Charlon McIntosh has been appointed Chief Customer Operations Officer. Ms. McIntosh will report directly to ...

At this year's Inspire conference in July, Microsoft unveiled a new Dynamics 365 Customer Voice service, while also making Connected Store available in preview and updating Fraud Protection. Earlier ...

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 ...

NEW YORK--(BUSINESS WIRE)--MetLife, Inc. (NYSE: MET) today announced that Merrilee Matchett will join the company as Executive Vice President and Head of Global Customer Service & Operations, ...