Please provide your email address to receive an email when new articles are posted on . After reading this issue’s cover story, I Googled “customer service books” and was directed to no less than 27 ...

The hype says “agentless” service is imminent, but data shows most teams are still staffing up while trying to make ...

Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

On October 23, the Federal Communications Commission (FCC or Commission) issued a Notice of Inquiry (NOI) focused on customer service across a wide array of communications companies, expressly ...

In a growing business, the myriad daily tasks of getting whatever a company produces “out the door” can be all-consuming. Lots of energy is typically focused on cash flow management, finding and ...

Private practice staff need the most education and training in the area of customer service, according to the Medical Group Management Association’s most recent Stat poll. The Aug. 18 poll asked more ...

Timely replies and human-centered support on social media aren't optional anymore – they're expected. Here’s what brands need to know to get it right. Every tweet, direct message, and comment holds ...

NORWALK, Conn.--(BUSINESS WIRE)--Webloyalty, a leading provider of online discount membership subscription programs, today issued the following statement from Chief Executive Officer Rick Fernandes: ...