Consumers have high expectations for convenient, seamless experiences across all points of interaction with a business, and frontline workers bear much of the responsibility for meeting those ...

It’s time for the annual ritual of Customer Service Week – a five day period each year when business leaders worldwide unite to celebrate a group of employees (and an entire organizational function) ...

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 ...

For decades, companies have fought hard to retain customers, pushing the ‘customer is always right’ mantra to its limits. Staff shortages and the need to cut costs during the pandemic have challenged ...

Truckstop, among the biggest load boards in the U.S., has conducted significant layoffs of North American staff and seeks to outsource all customer service roles to a partner company, Firstsource, as ...

Simply sign up to the Artificial intelligence myFT Digest -- delivered directly to your inbox. Customer service jobs have long been considered among the most vulnerable to the roll out and adoption of ...

Insurance agencies looking for customer service staff has gone on for years. Just check the online job ads for these positions. There are always openings. When we fill these roles, we want to find ...

Lowe’s on Tuesday announced that it soon will add two robots to the customer-service staff at one of its San Jose, California, stores. Called “OSHbot,” the robots will assist customers at the ...