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 ...

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 ...

“How can we make your dream come true today?” is not how a customer entering a government office expects to be greeted. But if it’s the planning office in the city of Arlington, Texas, that might be ...

Two years after initiating a high-touch customer model to better serve their members, WEA Trust has achieved a 31% reduction in readmission rates, resulting in savings of $1.9 million, as well as a ...

Head over to our on-demand library to view sessions from VB Transform 2023. Register Here I recently had a very interesting conversation with an air passenger whose flight had been delayed 12 hours by ...

Prashanth Krishnaswami of Zoho explores the possible benefits of a revenue-generating customer service model. Digital transformation has touched nearly every industry over the past two years, as ...

In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

T-Mobile CEO John Legere accepts the award for CEO of the Year at the 2018 GeekWire Awards. (GeekWire Photo / Kevin Lisota) T-Mobile has set its “Un-carrier” sights on what it calls the broken ...

The customer service function is now a vital element of your business model. Customer service reps handle customer questions and complaints but they also cross sell products. It is now common to ...

Hawai’i visitors to Japan revel in hotels, department stores and restaurants staffed by employees who aim to please. The visitors return to the Islands with wondrous “only in Japan” stories. But ...

Forbes contributors publish independent expert analyses and insights. Dr. Cheryl Robinson covers areas of leadership, pivoting and careers. In recent years, a profound shift has occurred in the way ...

Opinions expressed by Digital Journal contributors are their own. With acceleration in digital transformation, customer expectations have evolved significantly in the insurance sector. In this era ...