One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

“Your call is very important to us.” We’ve all heard it when we call most businesses and government agencies these days. Important — really? To businesses, what happens next in this interaction may ...

LAS VEGAS — T-Mobile has been directing more of its customer service calls to actual human beings. What a concept! And as a consequence, its Net Promoter Scores, which measure the likelihood to ...

Does your business have a customer bill of rights? This simple set of expectations can show customers that you truly care. Everyone has had experiences of long hold times, incorrect answers or other ...

5 Types of Call Centers to Attract and Serve Your Customers Your email has been sent Discover how you can leverage different types of call centers to improve customer support and enhance operations.

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you ...

In an increasingly digital world, many customers find phone calls surprisingly effective and comforting. Phone calls are often missing from omnichannel support strategies, but they can improve the ...

It’s a common scenario: a customer receives a call from an unknown number. Assuming it’s spam, they decline the call and continue on with their day. Only hours later, upon listening to the voicemail, ...

Slowly but surely, Amazon’s AWS cloud computing unit has become a major player in the call/contact center space with its Amazon Connect cloud-based (and AI-centric) contact center service, which ...