Forbes’ newest Best Customer Service list identifies the leaders in providing consumers the best experience and sense of loyalty. But what does that actually look like? To dig deeper, you talk to ...

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 ...

If you dread the thought of calling to change an airline ticket or negotiate your internet bill, a new artificial intelligence tool may provide a solution. DoNotPay, which offers an assortment of ...

NEW YORK — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and ...

To learn more about the CNBC CFO Council, visit cnbccouncils.com/cfo Many consumers say early experiences with customer support chatbots feel more like deflection ...

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 ...

In this episode of CMSWire TV's Beyond the Call, CMSWire Editor-in-Chief Dom Nicastro sits down with Amy Sessions, utility customer service division manager for the City of Clearwater, Fla. Amy shares ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...