When you look up the definition of a "cost center," it probably refers to an essential but non-profitable part of a business. In many cases, the customer service (CS) function is explicitly viewed as ...

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 ...

Last-mile delivery gets much-needed digital upgrade for transportation transparency, accuracy and driver efficiency while giving customers back lost time waiting for (or missing) their packages ...

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 ...

Optimize omnichannel opportunities. Provide clear AI-powered channels for customer communications that deliver personalized experiences. Enhance customer data analytics. Simplify and refine data ...