Crisis Text Line agreed to start a "mission aligned" for-profit sister company, but the mission alignment quickly got out of whack. Credit: Vicky Leta / Mashable When Crisis Text Line gave its ...

AI might be great right now, but the complexity of transactions and the desire for more personalized attention by customers ...

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 ...

IT Max Global, a leading innovation and IT services provider, unveiled its vision for the future of customer experience, ...

There are three domains of empathy: emotional, cognitive, and compassionate. Mastery of these domains is often shown in the positive feedback and loyalty shown to a brand. If you brand your company as ...

Providing industry-leading customer experience is often dependent on your ability to provide efficient, timely and personalized service to customers during every interaction with you. Many companies ...

We’re living through what many deem “The Great Resignation.” Right now, more than 50% of your employees may plan to leave your company, according to 2021 Achievers data covered in Inc. (paywall). As ...

Customer empathy is essential for lower costs, higher customer satisfaction (Csat), and customer loyalty. Therefore, any call center committed to customer-centricity should ensure that its agents are ...

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 ...