Retailers today are experiencing a massive transformation in how customers are shopping. In fact, North American e-Commerce sales have seen an impressive increase of 146% growth in all online retail ...

On the surface, the division of labor between sales and customer service seems clear cut. Sales reps reach out to prospects to earn new and repeat business. Customer service reps help existing ...

Every time I'm about to call a customer service line – dread washes over me. I know I'll fold as soon as a customer representative says they can't help me, and I feel like I've lost before even trying ...

Foundever is expanding its workforce in Sumter, announcing plans to hire more than 200 customer service representatives as part of a nationwide hiring initiative. The customer experience company said ...

I often leave these calls feeling frustrated and more confused than before. Using AI chatbots doesn’t seem to work either.

The angst is reflected in the number of customer service complaints that have been filed in the past several weeks. Customer service complaints have increased. Coronavirus has left customers desperate ...

This as-told-to essay is based on a conversation with a 47-year-old customer-service representative who works at Southwest Airlines. They asked to speak on condition of anonymity for fear of ...