One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

Customer service is a critical component of any successful business. It can make or break a customer’s experience, ultimately impacting the company’s bottom line. What can a business that is ...

Despite consumers having an increased comfort level with AI, there is a missed opportunity when businesses deploy increase automation without thinking holistically about both cost-cutting and the ...

Exceptional customer service depends on more than smiling, empathetic employees (though they’re vitally important as well!). It also requires customer service standards and customer experience systems ...

"At the end of the day, the mental health of our associates is key to the success of the customer experience," says Jason O'Dell, vice president for voice services at First Horizon Bank. Call center ...

Telecommunications giant Verizon is announcing a new suite of customer service experiences for consumers of its phone and internet offerings. Among other enhancements, Verizon customers now have ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

What businesses have the top customer service according to consumers? USA TODAY, in collaboration with Plant-A Insights Group, presents America's Customer Service Champions 2024. It recognizes ...

Finding the right bank for you isn’t just about fees and interest rates. These banks set the gold standard for customer experience. David McMillin writes about credit cards, mortgages, banking, taxes ...