What does award-winning customer service look like? Empathy, mental health, and call de-escalation techniques are top of mind for service leaders as we celebrate the hardworking agents on the front lines.
The pandemic has underscored the importance of a trusted technology partner, capable of adjusting as your organization and market needs demand.
Your customers want the convenience of setting their own appointments, here’s how giving them what they want benefits your bottom line.
Michael Ellison, founder and CEO of the nonprofit CodePath, has advice for the underrepresented and those on a nonlinear career path.
Leading field service managers lean into software that facilitates collaboration, business agility, and workflow automation.
Four retail leaders share tips on getting buy-in from the C-suite to the frontline workers.
Celebrity interior designer Nate Berkus, Salesforce, and IKEA offer surprising lessons leaders can use to redesign customer service and build experiences customers will love.
Digital process automation is working behind-the-scenes to streamline experiences and simplify integrations.
Younger generations are flipping the script on subscriber loyalty. Here's how you can evolve your program to meet their needs for life.
When support call data is processed like any other digital channel, service teams can use automation to make life easier for both customers and agents.
