Competition is a significant threat to any business running via the internet. Amazon alone represented nearly a third of all U.S. e-commerce sales growth in 2020. Exceeding what customers expect will ...

On October 23, the Federal Communications Commission (FCC or Commission) issued a Notice of Inquiry (NOI) focused on customer service across a wide array of communications companies, expressly ...

The Federal Communications Commission launched a formal review of the current customer service practices of cable, phone and broadband providers Wednesday. The probe, which was approved with a 3-2 ...

Companies might think they have their customer service department all figured out, but many continue to face challenges, such as a slew of backlogged customer tickets or high spikes in inquiries.

Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

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 ...

Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...

No matter what industry you're in, few things are more important for your business's continued success than quality customer service. Improved customer service has been directly linked to better ...

Employing and developing a workforce that is hyper-focused on both customer service and diversity is no longer a luxury in today's climate; it's a necessity to be successful. There are four types of ...