Once upon a time…in a land far, far away…I was a young organizational development specialist employed by a sizable health care system. My job was to “improve customer service by deploying employee ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Jan 17, 2015, 12:32pm EST Feb 02, 2015, 07:21pm EST This ...

After Transcom trained dedicated teams inside Dacor's own learning center, the luxury appliance brand saw resolution times fall 45% and first-time fix rates improve 60%, with an 82% CSAT ...

With Comcast expanding its data caps to more cities, call center employees are likely being hammered with questions from disgruntled customers. Thanks to a leak of an internal customer service script, ...

Times Free Press readers weigh in on scripted greetings on the newspaper’s Facebook page. Here are some of their responses.› My personal favorite is Welllllcome to MOE’S!— Jennifer Hudson Rimback, ...

The mission of customer service should be self-explanatory: to better serve a company's customers. And yet so many large enterprises fall short of this goal. They don’t have robust systems in place to ...

Ajay Awatramani at Five9 explains why he doesn’t subscribe to the "zero human" theory and what the future relationship between AI and customer service agents will look like “Thank you for your time ...