Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Heroes are born out of moments of crisis. The world has ...

Your customer service department is responsible for maintaining customer satisfaction, helping to retain customers and assisting in generating repeat revenue for the company. Customer service training ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

One or two people might suggest that, with the current pandemic, this idea was mere madness. We, though, wanted to see what traveling abroad and working abroad truly meant right now. The first step ...

Many companies excel at customer service. One of the best I’ve seen lately is Canva, a startup that makes graphic design software and tends to reply to nearly every customer complaint or approval on ...

Marketers with a complete understanding of these fundamentals have a major competitive advantage over those who do not. In today’s digital world, consumers’ expectations are increasingly difficult to ...

The smiling face of Sofia Acevedo is a familiar sight when walking through the west entrance of Fort Morgan Library & Museum. One of her duties as library assistant is to sit at the front desk and ...

The relationship between some airlines and their passengers has been seriously damaged this year. While the United dragging incident is an extreme example of customer service gone terribly wrong, it’s ...

For years now, we analysts have been fed a steady diet of “UCaaS and CCaaS must come together.” Conceptually, it makes sense, as the communications channels are across both product areas are the same, ...

I periodically use case studies in my MBA classes at USC, so I thought I might deviate from my typical content to offer a micro-case study from a recent experience. Someone said, “There is no ...

Asking a customer multiple times what their problem is a fundamental example of customer service agent manual toil that should be replaced with automation, says an executive at a company specializing ...