The way customers interact with your business — whether positively or negatively — plays a crucial part in how your company is perceived and whether you can keep and expand your customer base. However ...

The contact center hasn't been known for blazing new trails, but signs of its evolution are visible today. When it comes to innovative workplace design, the customer service industry’s staple, the ...

Stuff happens! Fortunately, today’s customers, as short tempered and impatient as they may be, do not expect service providers to be perfect. They know customer service is powered by human ...

Customer service recovery (turning things around when a customer is upset, disappointed, irritated, flustered, or all of these things at once) is one of the essential skills of great customer service.

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

As the dust settled on what most have deemed the “new normal” of working from home, many industries — including customer service — rapidly shifted operations to be remote work-friendly. At the same ...

There are undoubtedly more than 2,019 ways you could go about improving your customer service as we head into 2019. But the easiest way to botch a fresh start in the new year is to let yourself get ...

Power utility Eskom is rolling out a new customer service model that features mobile customer hubs, digital platforms and self-service tools. This, after Eskom chairperson Mteto Nyati told ITWeb that ...

The service-profit chain model tries to link all the components required to make an organization successful. According to this model, a company that performs well in one aspect and poorly in another ...