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 ...

If you’ve been on the phone with customer service recently, there’s a good chance your first interaction was with a bot, or maybe automated voice, telling you to press some number to get to a menu to ...

Customer service jobs at virtual call centers are one of the few work-from-home opportunities open to candidates at the entry level. Here’s where you can look for a remote role at a virtual call ...

When Helenann Knopp realized the dishwasher she'd bought online and had delivered didn't include installation, she went searching online for a customer service number. Instead, the New Jersey woman ...

The mission of customer service should be self-explanatory: to better serve a company's customers. And yet so many large enterprises fall short of this goal. They don’t have robust systems in place to ...

Reaching out to customer service can be frustrating, especially after long hold times or a messed-up order. But the person ...

Duncan is an award-winning technology industry analyst, specialising in cloud computing, blockchain, martech and edge computing. Most consumers are ready to swap customer service calls for digital ...

Several banks offer 24/7 customer service by phone or live chat. Other banks may have limited hours during the workweek or weekend. If you find it challenging to do banking tasks during business hours ...