To kick off Customer Service Week 2016 (which starts Monday), let me pose a question that may sound like a no-brainer: Does practice make perfect in customer service? The answer, surprisingly, is "not ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

(MoneyWatch) Do you think your customer service is more on point than ever? That the cutting-edge technology you've put in place has brought your customer game to a new level? That your self-help ...

Most of the time, customer support inquiries are directed to live agents. Today, chatbots are reshaping the way companies interact with their customers especially under the new normal. A chatbot is a ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Apr 18, 2021, 06:03pm EDT Oct 01, 2021, 12:30pm EDT This ...