Customer service is a critical component of any successful business. It can make or break a customer’s experience, ultimately impacting the company’s bottom line. What can a business that is ...

Photo: Getty Images. Illustration: Reagan Allen. Businesses spend millions of dollars every year on marketing schemes to draw in new customers. As important as that is, businesses should really be ...

When your days are spent writing code for a new application with an aggressive deadline, you barely have time to step outside for coffee. It’s not like you don’t love what you do: You love the ...

Customer service technology is a critical software priority for 2021, according to a recent survey of global software decision-makers from Forrester Analytics. But the pandemic has shed light on the ...

According to a recent Wall Street Journal article, 74% of customers say they have experienced a product or service problem in the past year. That is up from 66% in 2020. This is one of the issues ...

Customer service is not dead, but it is definitely become challenging during the pandemic. Tensions are high, customers are frustrated, employees are nervous and everyone is tired of COVID-19. Nothing ...

What hasn’t COVID-19 affected? The way we work, the work we do, the way we connect. Connection now resides in video conferencing, virtual happy hours and family FaceTime. In times of social distancing ...

We all expect to be treated with respect, courtesy and a degree of empathy. In most cases, this is what we receive from call center representatives and others who we contact for help. But what about ...

The COVID-19 pandemic demonstrated the importance of digital-first customer service, yet challenges remain for many companies in successfully operating with such a strategy, Forrester Research notes ...

Newsflash: ecommerce is on the rise, even if there has been a bit of a pullback lately, and the peak of the holiday season is now upon us. As the activity ramps up, so does the demand for high-quality ...

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...