We're all living in a world of rapid change. The way we work has been fundamentally altered by the COVID-19 pandemic, and many businesses have had to adapt to hybrid and remote work models. In my ...

During the height of the COVID-19 pandemic, almost all contact center agent jobs shifted to a work-from-home model. And now that the pandemic has basically come to an end, many of those jobs have ...

If you've always dreamed of having a remote job and feel like you'd be open or qualified for positions in air travel, yo ...

From graph databases to automated machine learning pipelines and beyond, a lot of attention is paid to new technologies. But the truth is, none of it matters if users aren’t able to handle the more ...

The well-worn phrase 'this is the way we've always done it' is out of date for service agents' working hours. Peter Lorant of Zendesk shares why companies need to take note - and be flexible. Leaders ...

Instant title is powered by technology that makes it super-efficient, which leads some to believe it can stand alone, without supporting customer service. ServiceLink’s recent webinar, “Demystifying ...

On December 13, the Biden administration issued a sweeping executive order designed to drive new and better ways to improve the “customer,” or citizen, experience with government agencies. According ...

The paradigm of traditional workspaces has undergone a seismic shift, thanks to the Covid pandemic. As a result, remote work ...

Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...