Last month, two key legal developments in the area of independent contractor misclassification and compliance highlighted the risks posed to customer service companies that use an independent ...

Customer experience should be getting better. Companies are increasingly claiming to be customer-centric and appointing Chief Experience Officers to focus on improving CX. They are investing in AI and ...

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On any given day, there are few things more infuriating than encounters with lousy customer service. The frustration of waiting on hold, the labyrinth of automated recordings, and bot-generated ...

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 ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

An employee of customer service company TTEC Services Corp. filed a class-action lawsuit Tuesday in Colorado District Court alleging the company requires remote workers to purchase their own equipment ...

I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

Echopass – Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” It’s hard to picture ...