The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

It's a vital part of agent training and supervision. Customer service can make or break a business. There are major shifts in how people interact that have added to the importance of maintaining ...

People often assume that customer service performs a “support” function in a business, not a “sales” function. But every time customers are on the phone with your customer service people, this is an ...