When automation is introduced in customer service and machines are handling routine work, the role of live agents must change. The leading traits employers look for in agents for the blended human/machine call center are advanced problem-solving skills (44%) and the ability to make independent … Read More

A recent budget document from OPM sets goals for processing of benefit applications for new retirees and for retirement-related customer service, two areas of longstanding criticisms of the agency. The report discloses that after meeting its goal of processing retirement applications on average in 60 … Read More

While Orewa and Pukekohe's sales would mean council services would shift, no customer service centres would be closed. The asset sales accentuate an ongoing sell-off of surplus parcels of land across the region. The Council's development organisation Panuku Auckland, is charged with selling a … Read More

Samsung India's popular television and digital campaign showcasing its initiative of taking customer service to the doorsteps of consumers in India's hinterlands has won the YouTube Ads Leaderboard Award for being the most watched video on YouTube globally in 2017. Read More

If you are looking for ways to improve your customer service, it's time to consider the power of SMS. Many consumers prefer texting to any other form of communication. It's fast, easy, and can be done just about anywhere. When you are a company that relies on emails or telephone …

CloudLIMS, a provider of laboratory data management informatics has announced the release of a web-based client portal for its Laboratory Information Management System (LIMS), CloudLIMS. The client portal is designed for biorepositories and testing laboratories, such as clinical, cannabis, and … Read More

T-Mobile US announced that it's adopted Apple's new Business Chat for iPhone service, t o communicate with customers. The mobile operator already introduced chat over its own app last year, and now customers with iPhones will have another option to reach customer service staff. To use Apple … Read More

Financial service institutions globally are striving to deliver consumer-centric digital services demanded by a new generation of tech-savvy customers. These new services represent a massive opportunity as well as a massive risk as more consumers connect to products and services digitally. To capture … Read More

Regency Properties, which owns River Creek Village in Aurora, has won the 2017 National Commercial Real Estate Award for Customer Service Excellence from industry analyst CEL & Associates, Inc. A retail commercial real estate company specializing in small and mid-sized communities, Regency … Read More

It's a Phoenix business that handles customer service for about 100 clients. Jessica and a woman we'll call Shelly, who didn't … And they say the only way they were instructed to give refunds was when a customer would say a specific word called a "SONA." It stands for "Statement …