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 ...

Is the point of customer service to make a profit? Well, let's back up. Is the point of your business to make a profit? The answer to that is probably yes and no. Most people I know in business would ...

Few marketers would dispute the statement that it is the sum of all customers' interactions with a company, over time, that ultimately creates or destroys that company’s brand value. Yet few companies ...

The B2B technology market has been in a state of deep freeze for well over two years, since the Fed began increasing interest rates, raising borrowing costs, and making funding more difficult. Mergers ...

Inbound and outbound customer service provide various forms of support to your customers by telephone. Inbound customer service is the traditional approach to telephone-based customer service. Here, ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Customer’s desire for instant gratification has caused a dramatic shift in the channels they use to contact companies for support. Contact centers must adapt to meet these new expectations, ...