Understanding the basics is essential for success in any field, and that includes customer service. Good customer service can make or break a business. In order to ensure your associates remember and ...

When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

Two comedians can tell the exact same joke, with the same timing, and one will have people rolling in the aisles while the other will get blank stares and an awkward golf clap. The joke itself may not ...

A special event with its stunning decor and smoothly running program is actually the end product of a great deal of work by a true professional. An event coordinator takes pride in the delivery of ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 10 years old. The essential ...

Alex Dizengof is the co-founder and CTO of Carbyne, a platform that provides rich-media call handling to emergency responders. The audio was distressing to hear: The man calling 911 outside of Marfa, ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...