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 ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

The start of a new year brings many service organizations a headache. Whether you are dealing with an organization in planning mode that is purchasing new services or a consumer who received a new ...

Retailers today are experiencing a massive transformation in how customers are shopping. In fact, North American e-Commerce sales have seen an impressive increase of 146% growth in all online retail ...

DEAR ERIC: I often need help with tech support. When I call I sometimes get a representative with a strong accent that I can’t understand. What is a polite way to address this? I sometimes just thank ...