Key guideposts to assist in designing a frictionless, intuitive experience for customers no matter when, or how, or why they interact with your organization. Digital customer experience (CX) ...

Embrace AI as a customer service tool. Despite developing at a rapid and unwieldy pace, customer service chatbots can effectively enhance your CS operations. Choose the best type of AI for your ...

When it comes to customer service, the interaction between a company and its customers can be a make-or-break situation. In an age where online reviews drive millions of buying decisions, the need for ...

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 ...

Key performance indicators (KPIs) are the compass that guides businesses toward their goals. They can help you make data-driven decisions, but they can also point you toward your true north: customer ...

As the dust settled on what most have deemed the “new normal” of working from home, many industries — including customer service — rapidly shifted operations to be remote work-friendly. At the same ...

Customer service, safety, efficiency, and stability are helping private fleets retain drivers and keep corporate costs down during the unstable conditions and limited capacity created over the past ...