The Social Security Administration has come under fire for AI phone glitches, long call times and website outages.

1. There’s no clear definition of what customer service looks like in the organization. You can’t just say, “Let’s give great customer service.” You have to define what it is, what it ...

There are powerful implicits in this six-word marketing definition. First, customer selection is central to this definition, but not mentioned or emphasized in the AMA, WMA, and CIM definitions. If ...

11. Establish service recovery guidelines - Despite your employees' best efforts, you won't be able to please every customer. So offer your team guidance on how to handle a dissatisfied customer.

Customer service employees often average up to 10 hostile calls a day and must tolerate personal insults, screaming, cursing and even threats—regularly. They are required to stay on the line and ...

Businesses are turning to AI chatbots to deal with customer service. The new tech saves them money, but it's leaving a lot of people frustrated.

Customer sentiment analysis is a method of processing information, generally in text format and often from social media sources, to determine customer opinions and responses. Analysis of the data ...