Think about your last online or over-the-phone customer service experience. You’re probably cringing. The scripted chat messages, fruitless attempts to circumvent the dreaded “Press 3 to connect to ...

Last week, the frontline and backend teams of 9mobile came together to celebrate Customer Service Week, a global event recognizing the hard work and dedication of customer service professionals. The ...

You’re the manager of a Hilton Garden Inn, and it’s the height of family vacation season. The lobby is abuzz with kids toting skateboards and moms pushing strollers; your front desk agents are ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer Service Week is celebrated each year during the ...