Customer service is the direct, one-on-one interaction between a consumer making a purchase and a representative of the ...

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Last month, two key legal developments in the area of independent contractor misclassification and compliance highlighted the risks posed to customer service companies that use an independent ...

The modern customer is demanding great support for even the smallest transaction. The best customer service companies understand shoppers’ desire for a personalized experience and are building trust ...

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We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

Customer experience should be getting better. Companies are increasingly claiming to be customer-centric and appointing Chief Experience Officers to focus on improving CX. They are investing in AI and ...

I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

yes Subscribe to our daily newsletter, PYMNTS Today. “These firms are increasingly leveraging their AI focus on hyper-personalized CX [customer experience] such as personal financial advice or dynamic ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

As companies race to deploy artificial intelligence across customer service departments, new research from Consumer Cellular suggests there may be a hidden cost to getting automation wrong: customers.

Customer service is a component of a winning service strategy. Winners are made from something they have deep inside them – a desire, a dream, a vision. We all want to win. I want to share 5 winning ...