I used to work as a customer service agent. My first experience with customer service was entering tax-free orders at an airline company. I remember answering the phone with “PremiairShop.” ...

Customer service skills comprise the knowledge, tactics and understanding needed to make customers as satisfied as possible. Here are 12 essential skills.

Crafting an exceptional, white-glove "wow" customer experience necessitates surpassing customer expectations to establish an enduring and favorable impact. For decades, I’ve worked in the ...

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands ...

How Can I Help You: An agent's ability to solve a customer's issue is critical, especially for the 52% of consumers who chose this as a top-three quality of a customer service agent.

Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. I saw some great insights on how to do it in More Is More ...

In fact, 89% of customers found proactive customer service to be a positive experience. One effective strategy is identifying the diverse types of customers who may reach out for various reasons.

Which factors contribute most to great and terrible experiences when customers contact businesses? To find out, Oracle and Ascend2 surveyed 5,053 people around the world between the ages of 18 and 80 ...

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 ...

By combining real-time customer and employee feedback with AI analysis, businesses can pinpoint areas for improvement and make data-driven decisions that lead to a more positive and productive work ...

AI has been touted as a great way to make customer-service call centers more efficient. Morgan Stanley asked its (human) interns about this. Their answers were not pretty. It's another warning for ...