We've all been there: endless hold times, unresolved issues and wondering if anyone actually wants to help. The good news? Customer service experts say simple strategies can transform those ...

If the people who are responsible for interacting with your best customers feel disengaged and unhappy, it's reasonable to conclude that their attitude will have a negative impact on their users and ...

OpenAI’s ChatGPT is the hottest artificial intelligence (AI) app in cyberspace right now, wowing users with its ability to come up with seemingly human text, including articles, stories, computer code ...

We've all been there - the dreaded call to a customer service line... AUTOMATED VOICE: Please hold while your call is being transferred. MCCAMMON: ...Frustrating automated menus, long wait times. And ...

The well-worn phrase 'this is the way we've always done it' is out of date for service agents' working hours. Peter Lorant of Zendesk shares why companies need to take note - and be flexible. Leaders ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

A conversation with researchers Alexandra Feldberg and Tami Kim on rooting out bias in customer interactions. Alexandra Feldberg and Tami Kim, assistant professors at Harvard Business School and the ...

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

AI-powered customer service chatbots could be the always-on agents your team needs—fast, scalable, and smarter with every interaction. Customer expectations have shifted sharply toward instant, always ...