Dear Eric: My closest friend of many years has recently revealed the sad news that she has terminal cancer. She is one of ...

“There was a lot of pushback from some of the higher level executive management team,” Farrell noted, “At the time…there were ...

Experts predict that AI will autonomously resolve 80% of common customer service issues by 2029. In many cases it's fine, but ...

I tested Sezzle’s customer service chat—real people, fast help, and secure support that actually solves problems. Here’s what really happened.

Ford is pushing all 9,000 of its dealerships globally to remodel the stores and think differently in how they sell cars.

Find the best predictive analytics tools to boost customer experience with clear top picks, pricing guidance, and an easy how ...

The third day of flight cuts during the ongoing government shutdown has caused thousands of cancellations and delays, sending ...

Enterprises can no longer let customer service be an afterthought. Better use of data and AI can improve after-sales experiences — but staffing remains a vital need. For years, many providers of ...

Jamaicans love to complain about rude cashiers, indifferent clerks, and slow service, but the real problem runs much deeper. Poor customer service is not caused by lazy workers, it’s the product of ...

Dear Eric: This is in response to “Need Help”, who encountered trouble understanding customer service reps. I worked in a call center, international department until my retirement. Because every phone ...