Last month, two key legal developments in the area of independent contractor misclassification and compliance highlighted the risks posed to customer service companies that use an independent ...

The bra store is all about custom service rather than homogenized, automated customer service. Custom service works there because the bra store is not a mega-company with millions of customers. Plus, ...

The modern customer is demanding great support for even the smallest transaction. The best customer service companies understand shoppers’ desire for a personalized experience and are building trust ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

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Businesses are testing paid tiers for customer service and support to unearth new revenue streams, manage costs and offer higher levels of service for specific customer segments. It can be an ...

Some of the industries that Americans depend on most are plagued by bad customer service. Utilities, airlines, and cable companies are among the worst lead, according to the latest results from the ...

Customer experience should be getting better. Companies are increasingly claiming to be customer-centric and appointing Chief Experience Officers to focus on improving CX. They are investing in AI and ...

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 ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” It’s hard to picture ...