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 ...

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 ...

The connected rep is a strategy that enables customer service reps (CSRs) to perform high-quality assisted service at scale. It bridges technology and talent, using context, guidance, and design to ...

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 ...

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 ...

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

Barbara Watters, ACSR, AAI, CIIP of Ashe Insurance in Essex was named International Association of Insurance Professionals ...

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 ...