That’s a phrase you don’t want to hear about a project you have done or a dinner for which you just shelled out hundreds of bucks. It screams mediocrity. In some ways, it is worse than “it stunk,” as ...

As times change and societal shifts occur, customer expectations evolve. Innovations like e-commerce and online reviews give consumers more power, and tech advances help businesses provide higher ...

When training employees, remember that good customer service is not just about resolving problems. It's ensuring that every interaction with customers gives the message that you are ready, willing, ...

I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

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 ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...