Customer service problems in the U.S. have hit unprecedented levels, and Americans have become increasingly aggressive in their efforts to address those issues, according to new data. But experts say ...

There’s nothing worse than a bad customer experience. In fact, 66 percent of customers say that a bad experience can actually ruin the rest of their day. And whether or not we’d like to admit it, most ...

Julie Casteel is the Chief Strategic Accounts Officer & CMO at ibex, a global provider of BPO and customer engagement technology solutions. Brands wield immense power to either delight or disappoint ...

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In recent months, I have wasted countless hours engaged with customer service agents in what has more often than not felt like a contest of wills. Most of my time in these battles has been spent ...

Everyone remembers a poor experience. Very few people remember a good one. This stark reality has always resonated with me throughout my career in customer service. It’s a simple truth that shapes how ...

Peter Jensen nails it when he describes the awful customer service of his internet provider (“Peter Jensen: Let’s put corporate America’s lousy customer service on hold,” July 18). From chatbots to ...

(THE CONVERSATION) - People from underrepresented ethnic and racial groups tend to rate poor customer service less negatively than white people do, according to new peer-reviewed research we ...

“The customer is always right” may be the most famous expression of customer loyalty, but do businesses and brands consider it an antiquated slogan from a by-gone era? The world of instant ...