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

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

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Businesses should move away from the outdated "the customer is always right" mindset, which often leads to employee burnout, ...

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 ...

As the deputy director for management at OMB, Jason Miller found success by improving customer experience and hiring, but ...