DEAR ERIC: I often need help with tech support. When I call I sometimes get a representative with a strong accent that I can’t understand. What is a polite way to address this? I sometimes just thank ...

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

Insurance agencies looking for customer service staff has gone on for years. Just check the online job ads for these positions. There are always openings. When we fill these roles, we want to find ...

A compassionate customer experience can stay with you forever—just like these real-life examples shared by our employees. We’ve all missed important moments during the pandemic. For me, it was the ...

The Minneapolis-based retailer issued a new directive for in-store workers instructing them to smile and make eye contact ...

Their virtual meet-cute began when Jonah Taylor received a broken record from Target, who connected him with Pablo over an online support chat. TikTok/@jonah.taylorr Cupid’s arrow shot a bull’s-eye ...

On the first anniversary of Verizon Business’ acquisition of cloud video conferencing platform Blue Jeans, CEO Tami Erwin reflects on Verizon’s strategic orientation, the pandemic and her leadership.