The connected rep is a strategy that enables customer service reps (CSRs) to perform high-quality assisted service at scale. It bridges technology and talent, using context, guidance, and design to ...

Imagine losing your credit card, logging into your bank's website for help and being greeted by a virtual customer service ...

Customer service is the direct, one-on-one interaction between a consumer making a purchase and a representative of the ...

Retailers today are experiencing a massive transformation in how customers are shopping. In fact, North American e-Commerce sales have seen an impressive increase of 146% growth in all online retail ...

As a 20-year residential HVAC business owner, my ongoing challenge has been maintaining happy and consistent customer service representatives (CSRs). Despite competitive wages, improved benefits, and ...

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 ...

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

Dr. Elizabeth Yuko is a bioethicist and adjunct professor of ethics at Fordham University. She has written for The New York Times, The Washington Post, The Atlantic, Rolling Stone, CNN & Playboy.

This as-told-to essay is based on a conversation with a 47-year-old customer-service representative who works at Southwest Airlines. They asked to speak on condition of anonymity for fear of ...