We're all living in a world of rapid change. The way we work has been fundamentally altered by the COVID-19 pandemic, and many businesses have had to adapt to hybrid and remote work models. In my ...

During the height of the COVID-19 pandemic, almost all contact center agent jobs shifted to a work-from-home model. And now that the pandemic has basically come to an end, many of those jobs have ...

If you've always dreamed of having a remote job and feel like you'd be open or qualified for positions in air travel, yo ...

The well-worn phrase 'this is the way we've always done it' is out of date for service agents' working hours. Peter Lorant of Zendesk shares why companies need to take note - and be flexible. Leaders ...

If the people who are responsible for interacting with your best customers feel disengaged and unhappy, it's reasonable to conclude that their attitude will have a negative impact on their users and ...

One of the hardest things about working remotely is finding a company that offers real benefits, especially health insur ...

From graph databases to automated machine learning pipelines and beyond, a lot of attention is paid to new technologies. But the truth is, none of it matters if users aren’t able to handle the more ...

Instant title is powered by technology that makes it super-efficient, which leads some to believe it can stand alone, without supporting customer service. ServiceLink’s recent webinar, “Demystifying ...

On December 13, the Biden administration issued a sweeping executive order designed to drive new and better ways to improve the “customer,” or citizen, experience with government agencies. According ...

To the editor: Automation may be touted as the way to a better future, but really it’s just another way for businesses to save money by making customers shoulder some of the work. Even though ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...