More businesses than ever are finding this the right time to invest in customer service training as we head into the post- (or, I should say, nearly post-) pandemic era. And they’re right to want to ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

As a leader whose company serves other businesses, sometimes you find yourself in a tricky situation when trying to make a sale or close a deal. Your current or prospective customer doesn’t want to ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

Crisis Text Line agreed to start a "mission aligned" for-profit sister company, but the mission alignment quickly got out of whack. Credit: Vicky Leta / Mashable When Crisis Text Line gave its ...

Automated customer service can often lead to heightened frustration among users, particularly when the technology fails to deliver tangible results. Jeff Fettes, CEO of Laivly, highlights that many ...

Elevance Health brings together the concepts of elevating whole health and advancing health beyond healthcare. It’s a health company dedicated to making real progress toward improving the health of ...

I've known Celia Fleischaker, Verint's CMO, for several years now -- in fact, since she started prior to Verint as the CMO at PROS -- and my admiration for the quality of leader she is and even more ...

Recent trends indicate a significant shift towards AI in the customer service sector. According to Gartner, it is projected that AI will autonomously resolve 80% of common customer service issues by ...

Every year, as the days start to get depressingly short, Forrester Research publishes a series of predictions for the forthcoming year. Let me tell you: There’s nothing more fun than being asked to ...

We’re living through what many deem “The Great Resignation.” Right now, more than 50% of your employees may plan to leave your company, according to 2021 Achievers data covered in Inc. (paywall). As ...