Agencies increasingly rely on contact centers to communicate with the public via Web sites, e-mail messages, telephone calls and postal mail. A new report criticizes many of those centers for lacking ...

All modern enterprises rely on connectivity. The efficiency and speed of their operations, and the quality and consistency of the customer experience they deliver, are dependent upon the performance ...

While many countries are still grappling with the first wave of infections from the coronavirus pandemic, lockdown conditions in many other countries are easing. That is causing many organizations to ...

Managers lament the difficulty of getting their service center reps to consistently deliver outstanding customer service. All too often, agent performance seems to ebb and flow &#8211 sometimes the ...

As a 20-year residential HVAC business owner, my ongoing challenge has been maintaining happy and consistent customer service representatives (CSRs). Despite competitive wages, improved benefits, and ...

Zendesk on Thursday is rolling out some new ways to provide more tightly integrated customer service experiences. First, Zendesk has bundled various products -- Support, Guide, Chat and Talk -- into ...

Data unification is a hot topic for merchants. Even before the pandemic caused a rise in online shopping and omnichannel experiences like curbside pickup, 82% of brands surveyed by SAS and Futurum in ...

In an age dominated by technological advances, customer service can sometimes be an afterthought. There is a sense that some brands rely on their use of tech to "automatically" deliver great customer ...

Dixa, a Copenhagen-based startup that offers a platform to help companies provide better and more consistent customer service across multiple channels, has raised $14 million in Series A funding. The ...

Opinions expressed by Entrepreneur contributors are their own. Retailers are having to relearn that the customer is always right. Over the past several years, the estimated cost of bad customer ...