PROVIDENCE – A recently filed audit of Providence Municipal Court found an array of headaches for constituents dealing with traffic tickets, apparently caused by employees of a customer-service vendor ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

As one of the world's largest retailers, Amazon typically has customer support available 24/7.Getty As one of the world's largest retailers, Amazon is a well-oiled machine. But while most orders get ...

Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...

Forbes contributors publish independent expert analyses and insights. Sherzod Odilov covers organizational transformation and innovation. When your business undergoes a major transformation, whether ...