WTF?! Across the United States, consumers are confronting a new kind of obstacle when seeking help from companies and government agencies: a maze of automated systems, endless wait times, and ...

The mission of customer service should be self-explanatory: to better serve a company's customers. And yet so many large enterprises fall short of this goal. They don’t have robust systems in place to ...

Exceptional customer service depends on more than smiling, empathetic employees (though they’re vitally important as well!). It also requires customer service standards and customer experience systems ...

Many brands miss their business goals, not because they have a poor product or their marketing strategy is weak. They miss their goals because they don’t prioritize customer service. And the main ...

Many of us dread making a customer service phone call. In response, companies have turned to interactive voice response systems — IVRs — to handle customer inquiries, save money, and simplify things.