Companies should realize that delivering a great product is not all that matters to customers. Good customer service can ensure customer loyalty. Without repeat customers, revenues are lost to the ...

On October 23, the Federal Communications Commission (FCC or Commission) issued a Notice of Inquiry (NOI) focused on customer service across a wide array of communications companies, expressly ...

The Federal Communications Commission launched a formal review of the current customer service practices of cable, phone and broadband providers Wednesday. The probe, which was approved with a 3-2 ...

Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

When organizations empower customers to help themselves with self-service technology, they can improve CX and sales. Voice channels may never go away, and they continue to rank as the second-highest ...

Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...