A shift to a more distributed customer service workforce was underway before the pandemic. It kicked into overdrive when COVID hit and has continued for years. But that's just one of several ...

Effective customer service is a must for retailers, but it can be costly and resource-intensive. With the tight labor market, maintaining an army of agents is no easy task. However, a game-changer is ...

Call centers are increasingly automated, AI-driven, and outsourced—but there are ways to get results.

Meeting customer needs in exciting and novel ways still remains the traditional innovation strategy among midsize high-tech businesses. But increasingly, they are also considering opportunities that ...

A post-COVID nosedive in customer satisfaction rates at the State Department’s centralized passport service call center was reversed in part by technology — including through some investments that met ...

Airbnb is a classic example of this. With “Experiences,” the OTA has built an entire movement around experiential lodging and ...

In early 2020, when the coronavirus was still a distant concern, my wife and I booked an AirAsia flight to Bali. Big mistake. At the start of lockdown, we scrambled to secure a refund. We called the ...

Brompton Technology is expanding its Customer Services team as part of its ongoing commitment to providing exceptional support at every stage of the customer journey. The newly structured team will ...

Global aerosol dispensing specialists, LINDAL Group has appointed Scott Martz as customer technical service and lab manager at LINDAL North America. Strengthening the Columbus facility’s technical ...

The West Africa Association of Customer Service Professionals (WAACSP) has launched the support aspect of its mandate called “WAACSP for Business (W4B)” to improve service quality and delivery. In a ...