Telephone Skills for Enhanced Customer Service is a course designed to enable participants to understand the importance of proper telephone technique. Topics include using voice skills for effective ...

Researchers from University of Oxford published a new paper in the Journal of Marketing that examines the use of chatbots in customer-service roles and finds that when customers are angry, humanlike ...

Olivier Pailhes is the CEO and co-founder of Aircall, a cloud-based call center platform, used by businesses and call centers globally. The turbulence of the waves of the pandemic, punctuated by brief ...

The latest American Customer Satisfaction Index finds that airlines score a failing 64 percent. Hotels? Guests give them a gentleman's "C" (75 percent). Ditto for car rental companies. Even though ...