The popularity of customer self-service keeps growing, and companies are putting money into new tools to provide quick service anytime, anywhere. Customer contact centers are ready to handle emails, ...

Customer Service Scripts for the Top 25 CX Words In a call center environment, the agent's language significantly impacts delivering great customer satisfaction (Csat). When Csat improves, the agent's ...

Tired of waiting forever on a customer service call? Have no fear, FullStory is trying to minimize those endless hours spent on the phone by capturing everything a user does on a company’s product ...

With Comcast expanding its data caps to more cities, call center employees are likely being hammered with questions from disgruntled customers. Thanks to a leak of an internal customer service script, ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 10 years old. Do you dare to go ...

This weekend I refilled a prescription at an online pharmacy. Just as I clicked submit on the order, I saw that the scheduled ship date was Tuesday. I had a business trip planned for later in the week ...

As the Christmas shopping deadline nears, companies of all kinds are challenged with a huge volume of customer service calls. Traditionally, those found on the other end of 800-numbers are humans. But ...