There’s a reason customer service professionals may have a sense of déjà vu. It’s because the issues they deal with today are the same they dealt with 20 years ago.

Customer service has a grim reputation, and customers aren’t putting up with these nightmare experiences anymore. According to the “Accenture 2013 Global Consumer Pulse Survey,” 51% of U.S ...

The days when phone support and auto-reply emails ruled the service world are numbered. Text, social media, chatbot—the future of customer service is all digital, all the time.

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Make sure you're not sabotaging customer experience. Customers who are unhappy with customer service will leave. The top reasons why customers switch to a competitor are because they feel ...

The customer service team does so by using tools such as social media monitoring, engagement dashboards, CRM integration, personalized routing, supervisor visibility, and access to back-end systems.

The Cost of Customer Service Wait Times (Infographic) Poor customer service costs U.S. companies billions every year. To build customer loyalty, avoid these mistakes.

Unfortunately, this means that dissatisfied customers are quick to criticize a recent experience with the brand; over a million people tweet about customer service experiences weekly, […] ...

Canadians are known to be a cheerful bunch. New Zealanders, too, seem to have an unthinkable gift for keeping cool in the face of crisis. (Take, for instance, this 24-year-old doctor who fought ...

Following a bad shopping experience, some customers will dismiss a brand. In fact, 39% of consumers said they will avoid retailers for two or more years after bad experiences. Although good ...

Customer churn isn’t something we usually think of as a technological problem, more than a third of the $136 billion a year companies lose is to churn.