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 ...

“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 ...

Customer feedback feeds improved customer service, product refinements and the broader customer experience. How are you collecting feedback? Historically, companies have relied on surveys using ...

The chances of growing your SaaS business over time are greater with an engaged customer base. As there is a relationship between growing customer engagement and improving retention, engaging with ...

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 - ...

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 ...

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 ...

Opinions expressed by Digital Journal contributors are their own. With acceleration in digital transformation, customer expectations have evolved significantly in the insurance sector. In this era ...

There’s a common adage that today, “every company is a tech company.” Thanks to advanced technology like the internet of things (IoT), artificial intelligence (AI) and machine learning, entire ...