We've all been there: endless hold times, unresolved issues and wondering if anyone actually wants to help. The good news? Customer service experts say simple strategies can transform those ...

I know, I know, I wrote about customer service last month. But I recently heard such a fantastic story about creating positive customer experiences that I was inspired to write this article—so read on ...

Small businesses such as hotels, auto dealer service centers and professional offices typically make use of a front desk area to greet and serve customers. A clean, efficient front desk operation ...

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 ...

In today’s fast-paced business landscape, customer service is no longer a support function. Advancements in technology have transformed the contact center into a core value driver for the business.