Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

It’s the infuriating phrase that makes every customer cringe. A refrain that’s become a standard part of most every 800-line call greeting, with similar language posted on websites for chat-based ...

Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

Success in business depends on identifying what your target customers need or want and creating a total package of benefits that meets these needs in a superior fashion to your competitors' offerings.

7 No-Fluff Cold Call Script Examples You Can Steal Your email has been sent A great cold call script helps reps make a positive first impression. You can customize these examples and start using them ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Customer service can make or break a brand. When it comes to ...

The Second Deputy Governor of the Bank of Ghana, Matilda Asante-Asiedu, has advised commercial banks to strengthen ...