Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...

It’s a shame that customer service doesn’t always get the respect and attention it deserves because it’s among the most important ingredients in any business’s success. There’s no better marketing ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

Learn how to build winning relationships, provide the right assistance at the right times, and effectively a variety of customers. Customer service care costs organizations billions of dollars each ...

To drive First Contact Resolution (FCR), organizations must pivot from compliance-heavy checklists to outcome-driven QA ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

If you have been every stuck in a rut, trying to solve a persistent problem, where every traditional brainstorming session leaves you with the same uninspired ideas. You might be interested in a new ...