Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

As a 20-year residential HVAC business owner, my ongoing challenge has been maintaining happy and consistent customer service representatives (CSRs). Despite competitive wages, improved benefits, and ...

Reaching out to customer service can be frustrating, especially after long hold times or a messed-up order. But the person answering your call isn’t the one who caused the issue—they’re the one trying ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

Even in a blazingly fast, digital-first world, our society’s relentless pursuit of procedural and experiential optimization is probably always going to have a stubborn wrench stuck in the gears: ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

Forward-looking: Most people dread calling customer service numbers because it usually means navigating a menu of automated options and then waiting on hold while listening to elevator music, ...

WTF?! Across the United States, consumers are confronting a new kind of obstacle when seeking help from companies and government agencies: a maze of automated systems, endless wait times, and ...