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 ...

The contact center hasn't been known for blazing new trails, but signs of its evolution are visible today. When it comes to innovative workplace design, the customer service industry’s staple, the ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

Prashanth Krishnaswami of Zoho explores the possible benefits of a revenue-generating customer service model. Digital transformation has touched nearly every industry over the past two years, as ...

Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. Staying current with the pace of global developments and ...

While companies are claiming to build relationships with customers, this is not the case more often than not. Case in point – most customer service experiences treat you like you are a person coming ...

Exceptional customer service would seem to be a timeless discipline, but a lot has been changing when it comes to customer expectations, and of course, technology. And I think we can safely assume ...

America’s retailers are racing to overhaul customer-service operations. And for good reason. Digital retail is seeing massive growth. In March 2020, retail transaction size was 74% higher than the ...