There are few things worse than needing to call a customer service agent for help. Stubbing your toe? Maybe. Working on Christmas? Probably. Hearing the final score of a game you DVR’d? Definitely.

Phone-based customer service, or voice, is well established as the most commonly used and the most tightly managed customer service channel. Entire service teams are dedicated to keeping down the high ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

As the world becomes more digitized, businesses need to adapt quickly to meet customer needs in new and innovative ways. The mortgage industry is no exception. With customers demanding quick and ...