Scaling AI, fielding labor strikes, facilitating shipments during climate disasters—2024 has been anything but dull for business owners. Accordingly, they’ve had to fortify their customer service ...

American Airlines announced it has reached a new contract agreement with the union representing nearly 15,000 of the carrier’s customer service employees. The union representing the team members ...

Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Quality customer service will not only ...

The current business landscape is competitive and fast-paced. To stand out among the competition, companies must be customer-centric. The customer experience must be at the center of every business ...

Customer service leaders face increased challenges of gaining efficiencies while still improving the customer experience (CX). While artificial intelligence (AI) and automation have gained significant ...

Until new behaviors and mindsets are rooted in the organization’s social norms, they are subject to degradation. Interventions increase employees’ interest and ability to accept and enact ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...