We've all been there: endless hold times, unresolved issues and wondering if anyone actually wants to help. The good news? Customer service experts say simple strategies can transform those ...

A 47-year-old customer-service representative for Southwest Airlines says it's been a challenge. They've worked there since 2008 and the airline pays them $30 an hour. They said they've dealt with ...

Every time I'm about to call a customer service line – dread washes over me. I know I'll fold as soon as a customer representative says they can't help me, and I feel like I've lost before even trying ...

We've all been there - the dreaded call to a customer service line... AUTOMATED VOICE: Please hold while your call is being transferred. MCCAMMON: ...Frustrating automated menus, long wait times. And ...

As a 20-year residential HVAC business owner, my ongoing challenge has been maintaining happy and consistent customer service representatives (CSRs). Despite competitive wages, improved benefits, and ...

A compassionate customer experience can stay with you forever—just like these real-life examples shared by our employees. We’ve all missed important moments during the pandemic. For me, it was the ...

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...