As a 20-year residential HVAC business owner, my ongoing challenge has been maintaining happy and consistent customer service representatives (CSRs). Despite competitive wages, improved benefits, and ...

The connected rep is a strategy that enables customer service reps (CSRs) to perform high-quality assisted service at scale. It bridges technology and talent, using context, guidance, and design to ...

Imagine losing your credit card, logging into your bank's website for help and being greeted by a virtual customer service ...

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 ...

Every time I'm about to call a customer service line – dread washes over me. I know I'll fold as soon as a customer representative says they can't help me, and I feel like I've lost before even trying ...

Working in the customer service department involves several tasks that need to be performed exceptionally. These could include answering inbound calls, figuring out the answer to a client's inquiry, ...

Over the past few years, Marsha Sakamaki has reached her limit with customer service. Between her bank, pharmacy and insurance company, she is tired of the endless hold times, the constant transfers ...