On October 23, the Federal Communications Commission (FCC or Commission) issued a Notice of Inquiry (NOI) focused on customer service across a wide array of communications companies, expressly ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...

Editor’s note: This is a guest article from Eric Keller, senior director analyst in Gartner’s customer service practice. AI is seemingly everywhere in customer service. While AI leaders suggest the ...

Employing and developing a workforce that is hyper-focused on both customer service and diversity is no longer a luxury in today's climate; it's a necessity to be successful. There are four types of ...