Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

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 ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. ChatGPT is the talk of 2023, and I believe the hype is real. Generative artificial ...

DEAR ERIC: I often need help with tech support. When I call I sometimes get a representative with a strong accent that I can’t understand. What is a polite way to address this? I sometimes just thank ...