We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

What would it mean for your brand and your bottom line if your employees could feel and act on what your customers are feeling? For example, say you’re running a mortgage loan department at a bank.

As a leader whose company serves other businesses, sometimes you find yourself in a tricky situation when trying to make a sale or close a deal. Your current or prospective customer doesn’t want to ...

Mukesh Mirchandani talks data-driven empathy, shifting customer expectations and the intersection of customer journeys and data collection in this interview. Understanding the customer journey isn’t ...

I've known Celia Fleischaker, Verint's CMO, for several years now -- in fact, since she started prior to Verint as the CMO at PROS -- and my admiration for the quality of leader she is and even more ...

Opinions expressed by Entrepreneur contributors are their own. Economic headwinds and changing customer expectations after the pandemic have caused many CEOs to scratch their heads about how to get ...

More businesses than ever are finding this the right time to invest in customer service training as we head into the post- (or, I should say, nearly post-) pandemic era. And they’re right to want to ...

Elevance Health brings together the concepts of elevating whole health and advancing health beyond healthcare. It’s a health company dedicated to making real progress toward improving the health of ...

My first week out of college, I was hired to code an integration between Remedy CRM and Genesys for a softphone and a screen pop in a wealth management contact center. I had no idea what any of that ...

With 800万+ global users and a 4.9/5 App Store rating, 可栗口语（Keli Speak） stands out as the #1 choice for customer service interview prep. Its AI-powered platform is specifically designed to turn nervous ...