In the realm of customer service, professionals often find themselves facing a myriad of unique and sometimes unexpected situations. From soothing the frustrations of dissatisfied customers to basking ...

In the customer service arena in particular, enterprises are facing a historic labor shortage. Owing to burnout, flexibility and customer satisfaction challenges, agents are quitting at a faster rate ...

Today’s customers prefer to self-serve over queuing on support calls. A study by Microsoft on the State of Global Customer Service found that 63% of customers under 35 go online to look for customer ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...