Some of my work recently has been applying narrative-sensemaking techniques to customer service dialogues (typically recorded phone calls), which is a fancy way of saying helping companies find ...

Heroes are born out of moments of crisis. The world has definitely seen its fair share of crises in the last six months, but it has also seen incredible heroes. During challenging times, companies and ...

The majority of customers today expect conversational interactions with customer service. Nuance Communications, Inc., the Intelligent Authentication Conference and the Opus Research Intelligent ...

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 ...

One word being heard routinely in e-commerce marketing meetings is "engagement." In a world disoriented by a global pandemic and embracing e-commerce like never before, marketers have become obsessed ...

No matter how tasty your menu, customers won't come back if they have bad experiences with your customer service. For this reason, training employees to offer good customer service can help you drive ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...