As the dust settled on what most have deemed the “new normal” of working from home, many industries — including customer service — rapidly shifted operations to be remote work-friendly. At the same ...

The contact center hasn't been known for blazing new trails, but signs of its evolution are visible today. When it comes to innovative workplace design, the customer service industry’s staple, the ...

And while customer service organizations are finally shifting away from reactionary to more proactive service, in highly competitive markets disrupted by customer-centric business models, proactive ...

“How can we make your dream come true today?” is not how a customer entering a government office expects to be greeted. But if it’s the planning office in the city of Arlington, Texas, that might be ...

Two years after initiating a high-touch customer model to better serve their members, WEA Trust has achieved a 31% reduction in readmission rates, resulting in savings of $1.9 million, as well as a ...

Head over to our on-demand library to view sessions from VB Transform 2023. Register Here I recently had a very interesting conversation with an air passenger whose flight had been delayed 12 hours by ...

LONDON & SANTA CRUZ, Calif.--(BUSINESS WIRE)--Seventy-two per cent of customer service managers have added or plan to add gig talent to customer service or sales operations within the next two years - ...

Social media is changing the face of the traditional complaints procedure – and making it far more effective, new research by OnePoll reveals. Where letters, telephone calls and personal visits once ...

T-Mobile CEO John Legere accepts the award for CEO of the Year at the 2018 GeekWire Awards. (GeekWire Photo / Kevin Lisota) T-Mobile has set its “Un-carrier” sights on what it calls the broken ...

The customer service function is now a vital element of your business model. Customer service reps handle customer questions and complaints but they also cross sell products. It is now common to ...

Hawai’i visitors to Japan revel in hotels, department stores and restaurants staffed by employees who aim to please. The visitors return to the Islands with wondrous “only in Japan” stories. But ...