Emotional intelligence, or EQ, as it is often referred to, is your most critical element (yet likely your most overlooked) when delivering truly competitive customer service in your industry. I cannot ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Billions are wasted on dashboards and data collection. True journey intelligence comes when leaders turn insights into real-time action. Picture this: You're sitting in a strategy meeting where ...

Whether online or in person, customer service sets businesses apart. It's not enough to just deliver the products and services promised; service leaders go above and beyond to surprise and delight ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

NEW YORK — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and ...