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 ...

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 ...

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 ...

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, ...

Lobby groups for Internet service providers claim that ISPs’ customer service is so good already that the government shouldn’t consider any new regulations to mandate improvements. They also claim ...

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 ...

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, ...