With nearly two decades of retail management and project management experience, Brett Day can simplify complex traditional and Agile project management philosophies and methodologies and can explain ...

The well-worn phrase 'this is the way we've always done it' is out of date for service agents' working hours. Peter Lorant of Zendesk shares why companies need to take note - and be flexible. Leaders ...

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 ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

If the people who are responsible for interacting with your best customers feel disengaged and unhappy, it's reasonable to conclude that their attitude will have a negative impact on their users and ...

Customer service has rarely been a field that earns raves from the people it assists. Long hold times and maddeningly frustrating conversations that result in being transferred from department to ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

AI-powered customer service chatbots could be the always-on agents your team needs—fast, scalable, and smarter with every interaction. Customer expectations have shifted sharply toward instant, always ...