Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

There are two reasons your customer service is unforgettable: either it’s really good or it’s really bad. Welcome to modern-day customer service, where, according to our annual customer service ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...

Mitchell Grant is a self-taught investor with over 5 years of experience as a financial trader. He is a financial content strategist and creative content editor. Amy is an ACA and the CEO and founder ...