The link between empowered employees and exceptional customer service is clear: When employees feel supported, they provide better support in return. To create an empowered workforce, it’s ...

American Airlines plans to lay off 656 employees in its customer support department as it consolidates into one team. In total, 335 employees in Phoenix and another 321 in Dallas-Fort Worth who ...

American Airlines announced the layoff of hundreds of employees Monday as the carrier seeks to reorganize and improve its customer service team, according to the airline. "Today, we announced ...

Operating a business is about more than money ― it’s about people too and empowering your customer service team can help you keep your people happier ― employees and customers alike.

The Internal Revenue Service ordered most of its approximately 20,000 customer service employees back to the office this week, ending a long era of hybrid and remote work. There was just one pro ...

Employees should report back what they learned. Then it's your turn to resolve any service failures. Everyone on your team ...