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 ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

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 ...

Forbes contributors publish independent expert analyses and insights. Dr. Cheryl Robinson covers areas of leadership, pivoting and careers. In recent years, a profound shift has occurred in the way ...

Prashanth Krishnaswami of Zoho explores the possible benefits of a revenue-generating customer service model. Digital transformation has touched nearly every industry over the past two years, as ...

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 ...

In most cases, nascent businesses focus on whatever it takes to gain new customers. They build a business model that works for them in this early stage, and figure they can hone it as they go. But in ...

You’ve probably seen the statistic. Consumers are willing to pay up to 16% more for a better customer experience, according to PwC. Everything from wait times to hold music has steadily deteriorated ...

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 ...

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 ...

“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 ...

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 ...