As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...

It’s the rare construction firm that doesn’t pride itself on putting customers first. But are those customers getting what they truly want? And when employees are asked to go the extra mile on a ...

Not all forms of customer loyalty are created equal. Long-standing Gartner research indicates a clear difference between decreasing the probability of customer defection on the one hand, versus ...

A customer service department plays an important role in a small business, ensuring that customers have a single convenient point of contact to make inquiries about products, get support or advice, ...

Marks & Spencer has poached a new customer director from broadcaster Sky News. Anna Cook, Sky’s customer service MD, is set ...

In an organization, customer service roles are often delegated to the business development, marketing or sales departments. But when you are in a leadership role, you are also in a customer service ...

James Vorhes, a former General Motors executive who played a key role in shaping customer sales and service practices during a defining era for U.S. automakers, has died at the age of 102. Vorhes ...

An icon in the shape of a lightning bolt. Impact Link Amazon is eliminating a customer-service role that could impact hundreds of jobs, sources told Business Insider. The company told employees last ...

Artificial intelligence is changing the way customer service agents respond to customers. In most cases, the AI bots are suggesting potential agent responses, and no customers are directly talking to ...