So it’s your first day on the job. Which would be nerve-wracking enough, but it gets worse when the way-too-perky fellow leading onboarding tells you that your role will be to provide “professional, ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...

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 ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...