Retailers today are experiencing a massive transformation in how customers are shopping. In fact, North American e-Commerce sales have seen an impressive increase of 146% growth in all online retail ...

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 ...

Every time I'm about to call a customer service line – dread washes over me. I know I'll fold as soon as a customer representative says they can't help me, and I feel like I've lost before even trying ...

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A Michigan woman is suing her former employer over corporate policies that she says forced her to endure repeated sexual harassment as a customer service representative, including being prohibited ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...

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 ...

KLM is alerting passengers to fraudsters claiming to be customer service representatives. These scammers pose as staff ...

A video of a customer service representative catching her co-worker hanging up on a rude customer has gone viral on TikTok. The representative, Abigail Opperlee (@abiopperlee), posted the video on ...