If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

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 ...

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 ...

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 ...

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 ...

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 ...