Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

Good customer service teams can help maintain healthy customer relationships and build back any trust that may have been lost due to a poor experience. Conversely, a bad support team can have the ...

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...

We all expect to be treated with respect, courtesy and a degree of empathy. In most cases, this is what we receive from call center representatives and others who we contact for help. But what about ...

Newsflash: ecommerce is on the rise, even if there has been a bit of a pullback lately, and the peak of the holiday season is now upon us. As the activity ramps up, so does the demand for high-quality ...

Customer service technology is a critical software priority for 2021, according to a recent survey of global software decision-makers from Forrester Analytics. But the pandemic has shed light on the ...

Don’t leave your CX up to chance. Ensure you’re delivering excellent experiences by crafting a goal-oriented customer experience strategy. Customer experience is critical to business success.

1. The best customer service is no customer service. The best experience for the customer happens when they never have to ask for help at all. “You have to be willing to fundamentally improve the ...

To improve retention rates, it is important to go beyond initial standard customer service by proactively building strong relationships. Here are five tips to get started. Customer service is defined ...

The COVID-19 pandemic demonstrated the importance of digital-first customer service, yet challenges remain for many companies in successfully operating with such a strategy, Forrester Research notes ...

Opinions expressed by Entrepreneur contributors are their own. Talking on the telephone with customers is a pretty unflashy form of customer service interaction. And as a customer service consultant, ...

Restaurant, retail and airline employees continue to face unruly customers over COVID-19 precautions. A customer service expert explains how to defuse situations before they get out of hand. Some ...