Will Schnorr As technology continues to automate our world, businesses are at risk of losing the personal touch that sets them apart in the eyes of their customers. The days of ...

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 ...

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

The global integration of Artificial Intelligence (AI) has given a major push for the call center industry's massive smart ...

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

Businesses should move away from the outdated "the customer is always right" mindset, which often leads to employee burnout, ...

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

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

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

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

How AI-driven text and voice analysis can transform impact investing strategies. SSIR.org and/or its third-party tools use ...

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