Customer service leaders continue to note the many cost benefits of rep enablement technology, especially as they continue to navigate trying economic times. However, what they may be overlooking is ...

In today's hyper-connected world, customer experience (CX) reigns supreme. Imagine this: You're engrossed in a movie on a Friday night, popcorn in hand, when your streaming service suddenly sputters ...

In our global, digital world, there are people working and shopping online and surfing the Web for information 24/7. This often means that customers are seeking to contact or obtain help from a ...

Alex Williams is a full-stack developer and technology writer in the United Kingdom specializing in web development and data management. Small businesses face many challenges when managing customer ...

We hate to break the news to you: Facebook does not staff a team of customer service representatives working the phone lines to help you with a likely niche and nuanced problem. Not being able to ...

Forget vanity scores. From real-time insights to account-level health, these companies are proving that smarter CX metrics drive real business impact. Integrated CX data. Technology companies are ...

While speaking with a good friend Steve recently, he shared how frustrating it is to reach a human being for help with your needs at giant retailer Amazon. Sometimes it's just a question about an ...

Brompton Technology is expanding its Customer Services team as part of its ongoing commitment to providing exceptional support at every stage of the customer journey. The newly structured team will ...

While fuming on hold, Art decide to use the time to file his grievance with the Gripe Line. “I’m nearly two hours into a customer service call to Adobe and I’m angry,” he vented. “Two years ago I ...

In an odd approach to trying to improve customer tech support, HP allegedly implemented mandatory, 15-minute wait times for people calling the vendor for help with their computers and printers in ...