When working with clients, I gather tremendous insights from front-line employees who provide stories of customers who were wowed.

I was pressed for a more specific answer and came up with three traits all customer-focused leaders must practice. The truth ...

Competency-based job profiles are a powerful tool for organizations aiming to align their workforce with strategic goals. In ...

After hours on hold, I was told everything was sorted and I’d receive a follow-up email within 24 hours. Days passed and ...

Businesses should move away from the outdated "the customer is always right" mindset, which often leads to employee burnout, ...

During a wide-ranging two hour session on Wednesday afternoon (session available on Parliament TV) [1] the exchequer ...

The state’s governor is going into the new year with an updated commitment to improving government technology and digital ...

If you want to work as a VA, you should think about your strengths. If there are any gaps in your skillset, consider taking a short course. You'll also need a quiet workspace with all the tools ...

In a world with chatbots and virtual assistants, the traditional IVR menu remains a reliable tool for customer support.

National Customer Service Day is celebrated on Jan. 17. Publix is the largest employee-owned company in the U.S., with more ...

Online reviews exist for almost every product, service, and human experience. A 2021 survey of 6,000 online consumers found ...

The “right” omnichannel contact center helps you create and track customer journeys. Here’s a quick guide to help you decide ...