It took 37 minutes for Leila to get someone on the phone. When she finally did, the agent’s voice was bright and professional: “Hi, thank you for your patience. I understand how frustrating this must ...

Customer service has traditionally been viewed as a cost center for businesses. It's often seen as a necessary expense that only adds a little value to the bottom line. But customer experience is ...

When you look up the definition of a "cost center," it probably refers to an essential but non-profitable part of a business. In many cases, the customer service (CS) function is explicitly viewed as ...

Mention customer service and most people conjure up an image of “that place you call when you have a problem.” For decades, that’s exactly what customer service has been for most companies—a function ...

NEW YORK--(BUSINESS WIRE)--New research from Accenture (NYSE: ACN) reveals that companies which view customer service as a value center, rather than as a cost center, achieve 3.5X more revenue growth ...

The customer service experience is one of the most critical interactions for a company—a clear and present opportunity to solidify the relationship. Customer support is a make-or-break opportunity for ...

In the fall of 2020, University Libraries introduced a new customer service training program to all its faculty, staff and student employees. This online program is aimed at orienting and training ...

In the recent event "How Delivering Against Consumer Core Values Will Help Drive Business Growth," experts share how to understand and tap into customer values. Demographics don't tell the whole story ...

“Whom you often long to speak to during a customer service call." This clue from a recent New York Times mini crossword puzzle gave me nary a pause, thanks to the CX analyst in me. I knew “human” had ...

In Nigeria’s fast-growing e-commerce space, getting people to notice your product is one thing. Getting them to buy it — and come back for more — is another. The real question for every online seller ...