The May 30 issue of USA Today quoted a recent survey by Genesys Telecommunications Labs showing the largest influence on customer loyalty to a company is service (48 percent). With product quality ...

Customer service is a critical component of any successful business. It can make or break a customer’s experience, ultimately impacting the company’s bottom line. What can a business that is ...

Customer service technology is a critical software priority for 2021, according to a recent survey of global software decision-makers from Forrester Analytics. But the pandemic has shed light on the ...

When your days are spent writing code for a new application with an aggressive deadline, you barely have time to step outside for coffee. It’s not like you don’t love what you do: You love the ...

Customer service is not dead, but it is definitely become challenging during the pandemic. Tensions are high, customers are frustrated, employees are nervous and everyone is tired of COVID-19. Nothing ...

Newsflash: ecommerce is on the rise, even if there has been a bit of a pullback lately, and the peak of the holiday season is now upon us. As the activity ramps up, so does the demand for high-quality ...

We all expect to be treated with respect, courtesy and a degree of empathy. In most cases, this is what we receive from call center representatives and others who we contact for help. But what about ...

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...

The COVID-19 pandemic demonstrated the importance of digital-first customer service, yet challenges remain for many companies in successfully operating with such a strategy, Forrester Research notes ...

Whether you are a brick-and-mortar retailer or an online business, the holiday season is sure to bring a flurry of activity to your doorstep. This may be especially true this year, as experts like the ...

It’s impossible to read any medical practice blog or journal without hearing that “patient engagement” is on everyone’s minds. The more patient engagement you foster, the happier your patients and ...