Contact center volume jumped markedly when the COVID-19 pandemic forced the closures of physical locations around the world, meaning contact centers were the sole source of customer-company ...

Editor’s Note: This article originally appeared on YourSource News (YSN), the official blog of BrandSource parent AVB Inc, and is reprinted with permission from the authors. Let’s face it: Every ...

Do you remember a time when, as a student, you thought you absolutely nailed the test, but then you failed it? This may have been the case for many companies that lost clients in 2021. In fact, about ...

There are few things that can cause more stress to a small-business owner, or any business owner, than a customer who doesn't pay as agreed. Some entrepreneurs are prepared for this as a natural cost ...

I cannot remember a time when consumers have received worse treatment than today. Whether trying to order a coffee at Starbucks, purchase groceries at a reasonable price, or install an access control ...

Call center teams are trained on how to handle angry customers. They are also taught how to progress calls from beginning to end, offering clear service but not wavering from stated company policies.

Most companies have crisis communications plans in place, but few if any companies had plans prepared for dealing with SARS CoV-2, commonly referred to as the coronavirus. This is a time when ...

Public health authorities, developers and tech companies are working on apps to help us keep track of who we came in contact with and where we’ve been to aid in Covid-19 contact-tracing efforts. WSJ’s ...

The biggest U.S. retail trade group will offer the Covid-19 Customer Conflict Prevention credential to help de-escalate disputes. By Sapna Maheshwari Many retail workers will receive a new sort of ...