Even though we have talk scripts in place, the quality of service varies from operator to operator.To solve this problem, we ...

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 ...

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 ...

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, ...

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 ...

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 ...