For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

The customer service function is now a vital element of your business model. Customer service reps handle customer questions and complaints but they also cross sell products. It is now common to ...

In many sectors (and perhaps most especially telephony, banking, and utilities) call centers have rapidly evolved from being a simple add-on, customer-facing service to an important differentiator. In ...

Despite investing heavily in customer service technologies, companies are still having trouble using data and analytics to improve customer satisfaction. In recent years, companies have invested ...

My conversation with Guru CEO Rick Nucci hits on key themes such as convergence of sales and service, keeping knowledge fresh, and augmenting performance with AI The field of customer service is a ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Jeff Fettes Companies ...

People often assume that customer service performs a “support” function in a business, not a “sales” function. But every time customers are on the phone with your customer service people, this is an ...

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 ...

When investors look at what drives future revenue and profitability, there are several common factors to consider including past financial performance, market potential, leadership qualifications, and ...

Sophisticated algorithms drive and inform a new level of fully automated and human-assisted customer service. In association withSalesforce When it comes to imagining the future, customer service ...