It doesn’t matter how advanced the systems are. If the person answering the phone or replying to an email lacks people skills, things can go wrong quickly.

By training your teams to recognize when flexibility serves the greater purpose, you can turn every interaction into an ...

Generative AI’s use for knowledge management is growing in customer experience programmes, suggesting a new vocation for KM. We find out how.

There are several reasons why a large section of businesses prefer outsourcing some elements of their operations.

Empowering every team member—from frontline staff to partners—to think, act and connect with purpose is the foundation of ...

This requires training programs and user-experience ... and machine learning techniques for various functions, such as customer service bots and decision algorithms that provide a faster-than ...

What doing the dishes taught me about clear expectations and supportive feedback in delivering meaningful customer ...

The national non-profit School Nutrition Association (SNA) has named Javontae Johnson, Café Assistant for Coffee High School, ...

When a bank employee’s refusal to provide basic ... He told me they had just been through a week of customer service training, and an audit had taken place. Management was not happy.

In this modern era, the integration of Generative Artificial Intelligence (GenAI) is redefining customer service ... AI-Powered Training and Knowledge Management Having in the past been an expensive ...