One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

You don't have a business without your customers. So, how can you increase your customer service engagement to provide a better overall experience? Attracting new customers is a primary business focus ...

Today, clients expect plenty more than just a product or service. We live in a time where people increasingly view products and services as commodities. Customers expect an experience along with ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

Bank of Valletta achieved high commendations at the European Contact Centre & Customer Service Awards (ECCCSA), one of Europe's most prestigious customer experience awards programmes. The Bank ...

Despite consumers having an increased comfort level with AI, there is a missed opportunity when businesses deploy increase automation without thinking holistically about both cost-cutting and the ...

What can be better than exceptional customer service? A recent experience with upscale retailer Nordstrom serves as a prime example of how to win customers over—under less-than-desirable circumstances ...

You’re not alone: Companies and government agencies seem more difficult to deal with than ever before. Customer experience in the U.S. has declined for the third year in a row, according to research ...

“People will forget what you said, people will forget what you did, but people will never forget how you make them feel” (Maya Angelou). There is probably no other statement that expresses the ...

Finding the right bank for you isn’t just about fees and interest rates. These banks set the gold standard for customer experience. David McMillin writes about credit cards, mortgages, banking, taxes ...