Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

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 ...

According to a recent Wall Street Journal article, 74% of customers say they have experienced a product or service problem in the past year. That is up from 66% in 2020. This is one of the issues ...

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 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 ...

Photo: Getty Images. Illustration: Reagan Allen. Businesses spend millions of dollars every year on marketing schemes to draw in new customers. As important as that is, businesses should really be ...

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 ...

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 ...

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 ...

ST. LOUIS--(BUSINESS WIRE)--Nancy Friedman, The Telephone Doctor, a nationally known customer service keynote speaker, has been selected to speak at the annual FASTSIGNS® International Convention, ...