Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

Traditionally, customer service was confined to phone calls and emails. However, the advent of social media has shifted this paradigm. Platforms like Facebook and Instagram now serve as touchpoints ...

When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

Language plays a key role in almost every marketplace interaction. It’s how salespeople talk to prospects, leaders talk to teams, and customer service agents talk to customers. Recently, firms have ...