Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. In the past month, I’ve been asked to write about the ROI on ...

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Olivier Pailhes is the CEO and co-founder of Aircall, a cloud-based call center platform, used by businesses and call centers globally. The turbulence of the waves of the pandemic, punctuated by brief ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...

It is said that bad news travels faster than good news. When it comes to customer service, if the service is bad, the world will know. Good customer service keeps customers coming back, giving ...

Most people have experienced a four-hour appointment window that the service provider still manages to miss. And many American consumers have been stuck in an endless phone loop desperately trying to ...

Some companies have improved, but many still consider treating people well an unneeded expense. Most people have experienced a four-hour appointment window that the service provider still manages to ...