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 ...

Retailers today are experiencing a massive transformation in how customers are shopping. In fact, North American e-Commerce sales have seen an impressive increase of 146% growth in all online retail ...

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 ...

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 ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...

The angst is reflected in the number of customer service complaints that have been filed in the past several weeks. Customer service complaints have increased. Coronavirus has left customers desperate ...

This as-told-to essay is based on a conversation with a 47-year-old customer-service representative who works at Southwest Airlines. They asked to speak on condition of anonymity for fear of ...

Barbara Watters, ACSR, AAI, CIIP of Ashe Insurance in Essex was named International Association of Insurance Professionals ...