For 11 miserable months, I was armed with a phone headset — and not much else — as a customer support advocate at a popular TV and movie streaming company (I'll let you guess which one). While I ...

On the first anniversary of Verizon Business’ acquisition of cloud video conferencing platform Blue Jeans, CEO Tami Erwin reflects on Verizon’s strategic orientation, the pandemic and her leadership.

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

On the surface, the division of labor between sales and customer service seems clear cut. Sales reps reach out to prospects to earn new and repeat business. Customer service reps help existing ...

Angry customers are costing call center workers more than their patience. New research conducted by a group of professors in the US and China reveals that customer service reps who suffer “verbal ...

The start of a new year brings many service organizations a headache. Whether you are dealing with an organization in planning mode that is purchasing new services or a consumer who received a new ...

After that excruciating recorded call between AOL product manager Ryan Block and a Comcast customer rep went viral last week, the cable company quickly apologized noting that's not "how our customer ...