It’s the infuriating phrase that makes every customer cringe. A refrain that’s become a standard part of most every 800-line call greeting, with similar language posted on websites for chat-based ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Nobody likes having to call customer service. From wading through endless menu options to screaming “representative!” into the phone repeatedly to spending the entire afternoon on hold, there are many ...

What are the differences between a call center and a contact center and why does it matter for customer experience programs? Call centers and contact centers can serve as the front lines of your ...

Opinions expressed by Entrepreneur contributors are their own. If repeat business is your goal, good customer service is essential. According to a recent survey, one bad customer service call will ...

After asking his satellite company to change his TV service from wired to wireless, Scott M. Broetzmann spent months trying to get the job done. First, technicians failed to show up for scheduled ...