The customer experience has taken a nosedive in recent years, and many people are so angered by poor customer service they are seeking revenge. A new study found that consumer complaints are up, and ...

People from underrepresented ethnic and racial groups tend to rate poor customer service less negatively than white people do, according to new peer-reviewed research we co-authored. Many companies in ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

The customer service industry is not for the faint-hearted, and yet most Americans, 107.8 million people, work in private service-providing industries. 16.7 million of them work in the leisure and ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. In today’s tech-focused ...

Let's learn from the professionals, shall we? Not only are customer service reps trained to handle complaints and disgruntled people, but they're often given scripts written using insights into what's ...

Content creator and customer service coach Veronika Rivera performs as ‘Veronica’ in comedy skits that reflect the reality of call center workers at the mercy of abusive callers. The viral videos ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Would you pay more for good customer service? A surprising number of people say yes. TCN , a call center software provider, recently surveyed 1,000 adults to find out what we expect from companies, ...

A "broista" at Dutch Bros Coffee (No. 10 overall) serves up a drink with a smile. One of the company's core values is to "deliver an experience that leaves everyone stoked." Regulars at Dutch Bros ...

Even though Salesforce is investing heavily in agentic AI, executives recognize the limitations of the technology. The large language models that power the technology can’t achieve 100% accuracy, ...

(THE CONVERSATION) - People from underrepresented ethnic and racial groups tend to rate poor customer service less negatively than white people do, according to new peer-reviewed research we ...